Course Description:

Part 1 – Basics of Resolving Conflict

Differences of opinion can quickly escalate into an out-and-out battle. In the workplace, it’s the leader’s role to recognize the signs of conflict and then to quickly choose the appropriate level of involvement to help resolve the issue.

The first module teaches leaders how to recognize that a conflict is escalating and minimize damage by using the most appropriate resolution tactic—regardless of which stage a conflict is in. Leaders also learn the true cost of conflict to an organization and techniques for handling even the most challenging conflict-related discussions effectively.

PERFORMANCE OBJECTIVES
Helps leaders:

• Effectively resolve workplace conflict and enhance productivity, efficiency, and morale.
• Help others take responsibility for resolving workplace conflict.
• Reduce the negative effects of workplace conflict on individuals, groups, and the organization.

Part 2 – Thomas-Kilmann Conflict Mode

The focus in many organizations today is on results: finding better solutions – faster. To optimize performance, we must be able to effectively resolve issues, settle differences, and implement solutions on every level. The Thomas-Kilmann Conflict Mode Instrument (TKI) provides individuals with a means of discovering how their conflict styles affect performance.

We all use a range of styles in handling conflict that are based on our skills and the demands of the situation. By understanding and expanding these styles, we can improve the way we accomplish goals individually and within work groups. This workshop targets four key objectives:

• Expand self-awareness
• Develop awareness of others
• Assess conflict situations
• Apply new skills

Participants are introduced to five basic conflict-handling modes. They learn how and when each mode is most appropriate and get eye-opening insights about how overusing or under using any one mode can create unwanted situations for themselves and people around them.

Part 3- Mutual Gains Negotiation

Unlike some techniques that promise “how to get yours and most of theirs, too,” our mutual gains negotiation framework is theory and research based and highly effective. Using materials developed by the internationally respected Harvard Business School, Program on Negotiation, we give you the opportunity to negotiate in specially designed simulations with other professionals in attendance. You will learn to separate people from the problem; turn differences into mutual gain; and win through fairness.

During the session you will review the elements of mutual gains negotiation and develop a framework for identifying and overcoming negotiation problems. You will discover how:

• knowing your BATNA,
• distinguishing interests from positions,
• inventing options without committing,
• insisting upon objective criteria, and
• separating people from the problem

can help you restore mutual trust and cooperation.

This program includes several negotiation simulations designed to demonstrate strategies for expanding the negotiation pie while doing well for yourself and the organization. These highly acclaimed simulations are the keys to the learning process. You will learn by negotiating – receiving instant feedback and gain insight into your own negotiation style. These simulations are extremely engaging, building from simple to complex negotiations.

Course Length:

8 hours