Conflict Resolution Techniques for the Workplace: Using Conflict in Positive Ways with Ramona Buck
What You Will Learn
Upon completion of this training, learners will be able to:
- Assess the messages they received about past conflicts and understand the style they each bring to a conflict situation, using the Thomas Kilmann model.
- Be able to listen well to others and reflect in ways that promote understanding and communication.
- Demonstrate the use of a variety of conflict resolution strategies, including ways of identifying underlying needs and using 10-point problem-solving.
This training will provide learners with ways of understanding conflict better, of responding to conflicts as they are presented, of delving into the conflict to find the basis and history of the conflict, and of responding to conflict in positive and effective ways. The training will be very interactive so attendees will be able to be involved and kept interested. Learners will leave the training with specific strategies enabling them to feel empowered to deal with conflict and, most importantly, be less likely to fear and avoid it. The strategies are user-friendly, and learners will be given helpful handouts to take with them. These strategies can be used for workplace conflicts, family conflicts, conflicts with friends, and others.
- Welcome and Introduction of Trainer and Intro to Topic
- Introductions of Participants
- Line of Conflict Exercise – Demonstration and Discussion – conflicts from different parts of life and how they are viewed differently
- Childhood Messages About Conflict – small group work and reporting back
- Conflict Styles – Thomas Kilmann Model – doing inventory, presentation, and discussion
- Reflective Listening – Presentation and Exercise
- Open Ended Questions – Exercise and Discussion
- Examples of open-ended questions
- Examples of closed-ended questions
- Participants do exercise using open-ended questions
- Exercise using both reflection and open-ended questions
- Discussion of the Learnings from the Morning’s Exercises
- Ten Point Problem Solving Model – “Going to the Beach” – presentation and discussion
- Interests versus positions – examples and discussion – small group work
- Brainstorming – demonstration – use examples of conflicts from the group
- Role Plays Using Ten Point Problem Solving
- Second Round of Role Plays Using Ten Point Problem Solving
- Different Perspectives – presentation and examples – individual exercises
- Discussion of Different Perspectives
- Personal Goals for the Future Regarding This Topic
- Reporting Back
- Evaluation of Workshop
It is something that I can apply immediately to my job. Really appreciate the level of interaction and real-world scenarios for conflict resolution on my team and within the division.
April 2023 Attendee
Ramona did a great job of explaining the concepts and allowing us time in which to practice. The listening/active mix was perfect to keep us engaged!
April 2023 Attendee
PDU Allocation Table
|Ways of Working||Power Skills||Business Acumen||Total|
|CAPM® / PMI-CP™ / PMP® / PgMP®||0||7||0||7.00|
|PMI-ACP® / Agile*||0||7||0||7.00|