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In general, people are not taught how to effectively handle conflict and use it as a catalyst for change and solutions. As a result, when conflict arises, fundamental communication practices deteriorate and people can become difficult, protective or defensive.

Learn the key theoretical principles and procedures of conflict resolution. Explore how and why the dispute resolution process successfully produces agreements. Develop skills in effectively negotiating conflict situations through coached practice and learn how to recognize and extinguish conflict.

Participants will learn to:

  • Recognize the 5 stages and different types of conflict
  • Apply a conflict resolution model to reach win-win outcomes
  • Increase active listening skills
  • Ask the right questions to draw out needs and bring resolution
  • Understand the leader’s role in conflict situations
  • Appreciate the role that personal differences play in creating and resolving conflict
  • Apply collaborative leadership and communication skills for achieving a mutual solution