“Conflict Management & Resolution”
Submitted by c4ioe on Tue, 09/22/2009 - 09:51
1. Why Conflict Occurs - Causes
- Values/Beliefs/Motivations, Roles, Goals, Methods, Styles
2. Stress and Our Reactions
3. Assessing Conflict
4. 3 stages of conflict & Side Effects
- What's happening at each of the stages
5. Exercise - Participants Assume Different Roles for a Case Study & Discuss a Relevant Issue
6. Healthy Conflict
7. Effective Techniques for Managing Conflict
- Listening Skills
- Verbal & Visual Messages
- Eliminating Barriers/Distractions
- PAR Technique
- Getting involvement in solving problems/conflicts
- Process of Behavior Change
8. Determining Action to Manage Conflict
- Taking No Action
- Compromise/Collaboration
- Seeking Help
- Seeking Mediation
- Seeking Immediate Intervention
9. How To Resolve Conflicts
- Diagnose, Initiate, Listen, Discuss, Agree
10. Mini - Case Studies - What would you do in this situation? (determining action)
11. Discussion - Client Internal Conflicts
- Where/When Does conflict occur -specific situations/examples
- Resolution/Management Ideas
12. Discussion - Ways to Get Employees Involved in Managing Their Own Conflicts
