Conflict Resolution Training Overview
This Conflict Resolution and Difficult Conversations training course teaches students how to avoid and resolve conflict. Students learn how to maximize conversational effectiveness to prepare for difficult conversations using the ALERT process.
Location and Pricing
Accelebrate offers instructor-led enterprise training for groups of 3 or more online or at your site. Most Accelebrate classes can be flexibly scheduled for your group, including delivery in half-day segments across a week or set of weeks. To receive a customized proposal and price quote for private corporate training on-site or online, please contact us.
In addition, some courses are available as live, instructor-led training from one of our partners.
Objectives
All students learn how to:
- Understand conflict sources, dynamics, and resolution
- Use key conflict resolution strategies to reduce or end conflict
- Employ a seven-step conflict resolution process
- Use the ALERT Difficult Conversational Process
Prerequisites
No prior experience is presumed.
Outline
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Introduction
Initial Thoughts and Vocabulary
- The typology of conflict
- Types of conflict
- The conflict spiral
- ERIC, VASE, and special question types
Conflict Strategies
- Rationale and action
- Collaboration vs. compromising
Quick Conflict Resolution Tips
- Techniques to establish a positive dialog
- Defining a workable solution
- Dealing with and defusing high emotions
The Conflict Resolution Process
- A seven-step process moving from defining the issues at hand, through resolution, and ending with ways prevent future conflicts
Conversational Tips and Techniques
- General ground rules
- Constructive feedback
- Question restatement
- Addressing employee responses
- Action / Reaction(s)
- Ways to say ‘no’
- Use and observation of body language
- Value of storytelling
Discussion Preparation
- Defining your goals, risks, and results
- Time, location and venue
- Orchestrating the listening framework
Five-Step ALERT Conversation Process Overview
Conclusion
Training Materials
All attendees receive comprehensive courseware covering all topics in the course.
Software Requirements
For in-person deliveries, attendees do not need computers for this course. We will provide full classroom setup instructions that will include seating in small groups, with supplies such as flipcharts, sticky notes, markers, and pens for the attendees and a projector and Internet connection for the instructor's laptop.
Online deliveries for this interactive training will use an online meeting platform (such as Zoom, WebEx, GoTo, or Teams) to have face-to-face contact online, including use of breakout rooms for group activities.
