Sample Course Agenda

Conflict Resolution Skills: Meeting in the Middle

Presenter: Andrea Giggetts

Program Description: When conflict is handled appropriately, it can serve as a synergistic force capable of solving problems and developing teamwork. Problem solving exposes parties to greater amounts of information and enables them to consider other solutions. Conflict can also help identify insecurities, expose prejudices and break down communication barriers. Uniting employees in a time of difficulty strengthens both interpersonal relationships and the organization.

This interactive, multimedia training demonstrates the strategies and tactics necessary for effective conflict resolution. Attendees will learn how to address conflict with management, between employees and among team members. They’ll also discover how to reach agreement and achieve resolution and be able to respond to angry, disruptive and otherwise disagreeable customers and coworkers.

Throughout the day, participants learn helpful hints, tips, techniques and skill sets to avoid conflicts. Emphasis is placed on developing win-win solutions, handling hostile and combative individuals and fostering team work and team spirit.

Course Objectives: In this intensive workshop, the participants will:

• Learn the types of conflicts and why resolving them is important to the organization.
• Understand how conflict affects the workplace and the team’s progress.
• Understand the sources of team conflict, and develop methods and techniques in resolving conflicts.
• Learn how to resolve conflict and what methods of conflict resolution should be avoided.
• Role play steps for resolving conflict.

Practical Application Exercises: Handouts and Role Play exercises include:

• Working with a “bad attitude”
• Disinfecting the workplace
• Reacting and responding to conflict
• Negativity scale
• How to bring out the best in others
• Types of personalities and ways to work with them

Student Workshop Evaluation/Assessment of Learning: An evaluation will be given to all participants regarding the training outcomes and specifically how they will apply them.