Conflict Resolution Getting Along In The Workplace

$23.97

Conflict Resolution Getting Along In The Workplace

Description

Conflict is a necessary part of our personal growth and development. It only becomes an issue when the people involved cannot work through it. When this happens, negative energy can result, causing hurt feelings and damaged relationships. This course will teach you how to resolve conflict and gain positive results.

Objectives

In this course, you will learn what conflict is all about. You will also learn about different types of conflict, stages of the conflict, helping others through conflict, and creating win/win solutions. As a bonus, you will also learn supporting skills, such as communication, active listening, and body language.

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Course Overview

Many people see conflict as a negative experience. In fact, conflict is a necessary part of our personal growth and development. Think of when you were trying to choose your major in college, for example, or trying to decide between two jobs.

However, conflict becomes an issue when the people involved cannot work through it. They become engaged in a battle that does not result in growth. When this type of conflict arises, negative energy can result, causing hurt feelings and damaged relationships.

This course will give you the tools that will help you resolve conflict successfully and produce a win-win outcome.

Learning Objectives

Pre-Assignment: A Conflict Effectiveness Benchmark

Defining Conflict

People often have their own ideas about what something means, so it’s important for us to define it at the beginning of this course, to put us all on the same page (if you’ll pardon the pun).

In this session, you’ll work through our definition of conflict, some assumptions, and positive and negative aspects.

Defining Conflict

Assumptions

Positives and Negatives

Types of Conflict

Conflict isn’t just a generic term. You could think of it in terms of the color blue. You might have light blue, dark blue, robin’s egg blue, azure, and turquoise. All of these colors are a type of blue, but they are all different in some way.

In this session, you’ll learn about different types of conflict, including inner conflict, interpersonal conflict, and group conflict.

Types of Conflict

Inner Conflict

Interpersonal Conflict

Group Conflict

Open Conflict vs. Hidden Conflict

When you were younger and fighting with a friend or sibling, did you ever try to hide it from your parents? I can remember hushed “fights” with my brother so my parents wouldn’t hear anything, and other times where things were pretty loud!

In this session, we’ll consider the elements of open and hidden conflict.

Dealing with Conflict

Open Conflict

Hidden Conflict

Spontaneous and Reflective Behavior

Do you consider yourself hot tempered? How about spontaneous when it comes to dealing with issues? Maybe you are more reflective and like to think through a problem or potential solutions before jumping in.

In this session, you’ll consider the differences between spontaneous and reflective behavior, which are both important dynamics of the workplace conflict conversation.

Spontaneous and Reflective Behavior

Exploring Behaviors

The Johari Window

It’s kind of hard to fight dirty (or aggressively) with people that you know, unless you are very passionate about a particular subject. Opening ourselves up a little to let people know us can be harder for some people than for others.

In this session, you’ll learn about the Johari Window, a model for discussion disclosure. You’ll also complete a case study to help you apply the concept of self-disclosure.

Understanding the Johari Window

Self-Disclosure with the Johari Window

My Window

Case Study: Spontaneous and Reflective Behaviors

Questions

Stages of Conflict

Things tend to go through stages: seasons, relationships, and yes, even conflict. If you can break down conflict, you might also be able to see where it tends to get out of control and even put steps in place to reduce harm proactively.

In this session, you’ll learn about a five stage conflict model, a conflict process, potential outcomes, and strategies for dealing with conflict.

The Five Stages of Conflict

Latent Conflict

Perceived Conflict

Felt Conflict

Manifest Conflict

Conflict Aftermath

Conclusion

Another Version of the Conflict Process

Stage 1: Mild Difference

Stage 2: Disagreement

Stage 3: Dispute

Stage 4: Campaign

Stage 5: Litigation

Stage 6: Fight and/or War

Conflict Outcomes

Win-Lose

Win-Win

Strategies for Dealing with Conflict

Win/Lose Strategy

Lose/Lose Strategy

Results of Win/Lose and Lose/Lose Strategies

Win/Win Strategy

Creating the Win/Win

Some of us are more competitive than others. We like to win. Others are perfectly happy to have a balanced approach where there is compromise. There is no right way to approach every conflict, but win/win solutions are often an excellent goal.

In this session, you’ll complete a case study and consider win/win outcomes.

Case Study

Instructions

Conflict Resolution Style Questionnaire

Knowing ourselves well is a great way to consider the impact we have on the people around us, as well as our own preferences for behavior. Are you an assertive problem solver, or a dig your heels in and fight kind of person?

In this session, you’ll complete a conflict resolution questionnaire and look at your own style for conflict resolution.

The Questionnaire

Score Sheet

The Conflict Grid

Pros and Cons

Authoritative Command/Competitive

Smoothing

Compromising

Problem-Solving

The Role of Communication in Conflict Resolution

As with so many things, conflict is influenced by our skill as a communicator. Whether we use our talents to be proactive, to intervene, or to be able to respond professionally and skillfully, most of us can use a little polish to being a strong communicator.

In this session, you’ll explore the communication funnel and some barriers that can prevent open, clear communication. You’ll also learn about establishing positive intent to take out some of the negativity inherent in conflict.

The Communication Chain

Speaker’s Words

Speaker’s Facial Expressions

Speaker’s Tone of Voice

Other Body Language

Other Barriers

Paradigms

Education

Assumptions

Establishing Positive Intent

Making Connections

Accepting Differences

Active Listening Skills

Listen! Can you hear me? Some of us do a very good job of looking like we’re listening, and then others don’t even try to pretend.

In this session, you’ll define active listening and explore ways that your knowledge can enhance your communication skills.

Active Listening Skills

Responding to Feelings

Reading Cues

Demonstration Cues

Tips for Becoming a Better Listener

Paraphrasing Skills

Sometimes people laugh at paraphrasing. I’ve even heard it called “parrotphrasing,” which it most certainly should not be. Skillful paraphrasing can mean the difference between understanding and totally missing the point.

In this session, you’ll learn what paraphrasing is and how to use it skillfully in your most important exchanges.

What Is Paraphrasing?

Case Study

Summary Questions

Making Connections

Powerful Questions

One of the best bosses I ever had was also the person who asked the most difficult questions. He made me think hard to get myself into a place where I was considering things from different points of view.

In this session, you’ll learn about different kinds of questions and how to ask them. You’ll want to refer to this section again and again!

Asking Questions

Open Questions

Handy Questions

Making Connections

Probing Techniques

Probing Techniques, Part Two

Probing Techniques, Part Three

Body Language

Crossed arms, crossed eyes, crossed legs? Are these signals that you use when you are frustrated, disinterested, or just trying to introduce a little humor? Your body language speaks loudly, especially when you aren’t thinking about it.

In this session, you’ll learn how to get a handle on your body language to make sure you are sending a consistent message.

Body Language Basics

Making Connections

Pre-Assignment Review

Sometimes, comparing our past ideas with new ones can help us see how we’ve grown and identify other ways that we can improve.

In this session, you’ll review the answers to your pre-assignment and consider what has changed since you started this course.

Pre-Assignment Review

The Conflict/Opportunity Test

When dealing with conflict in the workplace, it can leave a leader worn out! Different perspectives, points of view, as well as conflicting agendas can make your work tough. Having a positive attitude about things can really make a difference.

In this session, you’ll complete a conflict and opportunity test to help you define what the problem is behind the conflict and to look at it from different perspectives.

The Conflict/Opportunity Test

Skills Test

Situation Two

Situation Three

Situation Four

Conflict and Its Resolution

If you are a strongly visual person, it can help to have some pictures in order to use learning materials in a meaningful way.

In this session, you’ll work through two visual models and a colorful strategy for conflict resolution.

Visualizing Conflict

Conflict Resolution Process

Assumptions when Using the Conflict Resolution Process

Hands-On Steps

Template

A Strategy for Conflict Resolution

Phase Two: Identify the Common Goal (Use Color 2)

Phase Three: Identify and Rate Underlying Needs (Use Color 3)

Phase Four: Explore Assumptions (Use Color 4)

Phase Five: Brainstorm Solutions and Choose One (Color 5)

Helping Others Through Conflict

There are plenty of ways to consider conflict. We’re always cognizant of the fact that there can be all kinds of benefits to conflict, so working through it effectively means the greatest results for your organization.

In this session, you’ll look at techniques for helping others through conflict with a facilitative approach and coaching skills.

Preparing for Conflict

Preparation Tips

Conflict Resolution with Facilitation

Give It a Name

Check for Agreement

Avoid Process Battles

Echo

Keep the Group on Track

Hold Them to Their Word

Encourage and Compliment

Deal With/Accept/Legitimize/Defer

Don’t Be Defensive

Use Your Body Language

Keep It Simple

Setting Norms

Sample Norms

Using Norms

Sample Survey

Coaching Through Conflict

Competing Issues

Managing Your Emotions

The Positive Effect

Fifteen Steps for Dealing with Upset People

Five Tips for Dealing with Difficult People

Six Steps for Dealing with Angry People

A Personal Action Plan

Now that you have completed this course on Conflict Resolution: Getting Along In The Workplace, how will you use the things you have learned? Creating a personal action plan can help you stay on track and on target. When you take responsibility for yourself and your results, you get things done!

In this session, you will be asked questions to help you plan your short-term and long-term goals. This final exercise is a way for you to synthesize the learning that you have done and put it into practice.

Starting Point

Short-Term Goals and Rewards

Long-Term Goals

Summary

Congratulations! You have completed the course "Conflict Resolution: Getting Along In The Workplace."

We began this course by defining conflict and exploring the idea that conflict has both positive and negative aspects. Then, we looked at different types of conflict as well as spontaneous and reflective behaviors. We also learned how the Johari window can help us reduce conflict.

Then, we looked at two representations of the conflict process. We also explored some conflict outcomes and strategies for dealing with conflict. You then completed a case study to help you practice creating win/win solutions.

With a good grasp of fundamental conflict resolution skills, you then learned about your own style for conflict resolution. You also explored the conflict resolution grid in the context of how you solve conflicts and handle problems.

Next, we reviewed communication skills that support conflict resolution, including positive intent, active listening, paraphrasing, questioning tools, and body language.

Then you looked at your pre-assignment and considered how much you’ve already learned. From there, we moved on to tools to help you during a conflict. We covered the conflict/opportunity test as well as several models for conflict resolution.

To wrap up the course, you learned about ways to help others through conflict. We covered preparation techniques, facilitation tips, and ways to manage your own emotions.