Conflict Resolution: Getting Along in the Workplace
This comprehensive two-day course equips you with practical tools and strategies to understand, manage, and resolve conflict in the workplace. You will explore the nature and types of conflict, communication skills, resolution styles, and facilitation techniques — all designed to help you achieve win-win outcomes and build stronger professional relationships.
What you'll learn
- Understand what conflict is and how it can escalate.
- Identify the types of conflict and the stages of conflict.
- Recognize the five most common conflict resolution styles and when to use them.
- Increase positive information flow through non-verbal and verbal communication skills.
- Develop effective techniques for conflict intervention strategies.
- Build confidence in managing conflicts to enhance productivity and performance.
Preview a lesson
Reframing Conflict as Opportunity Before diving into resolution, it helps to step back and assess the conflict clearly. The **Conflict/Opportunity Test** is a set of reflective questions you can ask yourself when caught in a conflict: 1. What exactly is the conflict? 2. Who are the players involved? 3. If this conflict *is* resolved, what are the benefits? 4. If this conflict is *not* resolved, what payoffs or benefits might I be holding onto? 5. If unresolved, what harm can follow? 6. If resolved, will the outcome create a better situation than existed before? 7. Can I see that the conflict has added a positive dimension to the potential outcome? This test helps you examine your own motivations honestly and check whether you are genuinely seeking resolution. A Five-Step Conflict Resolution Process When you're ready to work through a conflict collaboratively, follow these hands-on steps: **Step 1 – Identify the Problem:** Write the overall problem statement. Use active listening to surface each person's stated position. Identify areas of agreement and clarify areas of disagreement. **Step 2 – Identify the Common Goal:** Define a shared goal that both parties can agree on — one that overrides the present conflict (e.g., maintaining the relationship, completing the project successfully). **Step 3 – Identify and Rate Underlying Needs:** Uncover each person's underlying needs (not
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Curriculum
Understanding Conflict
4 lessons- textDefining Conflict
- textTypes of Conflict
- textSpontaneous Behavior, Reflective Behavior, and the Johari Window
- quizModule 1 Quiz
Stages of Conflict and Resolution Strategies
3 lessons- textThe Five Stages of Conflict
- textConflict Outcomes and Win/Win Strategies
- quizModule 2 Quiz
Conflict Resolution Styles
2 lessons- textThe Five Conflict Resolution Styles
- quizModule 3 Quiz
Communication Skills for Conflict Resolution
4 lessons- textThe Role of Communication in Conflict
- textActive Listening and Paraphrasing
- textPowerful Questions and Body Language
- quizModule 4 Quiz
Conflict Resolution Process and Helping Others
3 lessons- textThe Conflict/Opportunity Test and Resolution ProcessPreview
- textHelping Others Through Conflict
- quizModule 5 Quiz