In Conflict Resolution and Confrontation Management Skills, you'll learn...
- How to stand your ground and keep your cool in even the most highly charged situation
- How to apply the proven 6-step formula for resolving conflict
- How to establish positive relationships with chronically difficult personalities
- How to address problem behavior in a way that is specific, non-accusatory and constructive
- And much more!
Dealing effectively with workplace conflict is a useful way to bring important issues to light, open the lines of communication and strengthen relationships. This in-depth seminar provides many successful strategies to remain composed and deal confidently with disagreements, confrontations, anxiety and anger—before they get out of hand. You’ll learn to address the real issues behind the conflicts and reap long-term benefits: Less stress, greater harmony and improved productivity.
WORKSHOP AGENDA
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Conflict management strategies that work+
- The 6-step approach to win-win conflict resolution
- How to separate the 2 sides of every conflict—people and issues—and deal with each effectively
- Putting yourself in their shoes—how empathetic listening helps you see both sides of the disagreement
- Practicing the everyday skills of conflict resolution
- 8 critical mistakes successful conflict managers never make
- Overcoming your personal stumbling blocks to agreement
- How to turn the points of disagreement into a framework for resolution
- How your personality affects the way you deal with conflict
- Choosing a conflict management style that fits the situation
- Conflict as a positive motivator: 7 benefits of a well-managed crisis
- Dealing with the 4 most common sources of conflict that lead to disagreements
Managing your own anger and emotions+
- Accepting responsibility for your anger: You become angry, no one makes you angry
- How to understand what’s really bugging you
- Chronic anger—recognizing the physical symptoms that warn when enough is enough
- How the appropriate expression of anger is a necessary step to resolving conflict
- Expressing yourself without accusation, sarcasm or hostility
- Graceful “exit lines” that allow you to postpone a confrontation until your emotions are under control
- 7 steps you can take to experience your feelings without acting them out
- Assertiveness, the anger antidote: How to ask for what you need—and get it
- How to avoid an outburst when you’re really angry—and what to do if you can’t
- Safe ways to blow off steam without venting it on people
- ”What’s this really about?” How to get to the root of the problem instead of battling the symptoms
- Recognizing how anger acts as a defense against feelings you don’t want to feel
How to respond to others’ anger+
- How to validate someone’s anger without fanning the flames
- One sure-fire way to let the situation cool down before trying to resolve it
- Avoiding words that act as “emotional triggers” when you’re dealing with someone who’s upset
- How to respond to a put-down without losing your temper
- How to quickly de-escalate an emotional confrontation with a boss or co-worker
- When confronting an angry person head-on may spell disaster
- How honesty and understanding will help you keep your cool when dealing with an out-of-control person
- Effective strategies for defusing an escalating argument
- How to make sure you’re not “asking for” the very behavior from others you find hard to handle
Conflict communication skills+
- How to overcome the feeling that negative feedback is a personal attack
- The real differences between how men and women handle feedback and what we can learn from each other
- How to turn negative self-talk into positive affirmations
- How to recognize the difference between valid feedback and a personal put-down
- How to avoid the 8 most common pitfalls to giving negative feedback
- A 4-step approach to delivering feedback that’s specific, non-accusatory and gets results
- Dismissing the belief that “criticism” and “disapproval” are synonymous
- When negative feedback is justified: How to acknowledge your mistake without overapologizing
- How to address a chronic disagreement and arrive at a mutually acceptable action plan for resolution
- When positive strokes may be more effective than negative feedback in changing an undesirable behavior
- How you can reduce day-to-day hassles by establishing positive relationships with chronically difficult people
How to take care of yourself+
- Weaving family, friends and co-workers into an emotional support system
- Getting rid of your fantasies of retribution that can do you more harm than the person you’re mad at
- Relaxation skills you can master to control stress and relieve tension
- How to handle rejection and still feel good about yourself
- Setting your limits—how to say NO without generating anger or guilt
- What to do when your body says “fight or flight” but neither is called for
