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Conflict Resolution and Difficult Conversations

Price
765 USD
1 Day
ITMG-248
Classroom Training, Online Training
Other

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  • Date: 28-Aug-2024
    Time: 9AM - 5PM US Eastern
    Location: Virtual
    Language: English
    Delivered by: LearnQuest
    Price: 765 USD
  • Date: 23-Oct-2024
    Time: 9AM - 5PM US Eastern
    Location: Virtual
    Language: English
    Delivered by: LearnQuest
    Price: 765 USD
  • Date: 18-Dec-2024
    Time: 9AM - 5PM US Eastern
    Location: Virtual
    Language: English
    Delivered by: LearnQuest
    Price: 765 USD
  • Date: 12-Feb-2025
    Time: 9AM - 5PM US Eastern
    Location: Virtual
    Language: English
    Delivered by: LearnQuest
    Price: 765 USD
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Course Description

Overview

This Conflict Resolution and Difficult Conversations course is designed to provide students with an understanding of how to, avoid and resolve conflict. It also includes conversational tips and techniques on how to properly prepare for difficult conversations using the ALERT process, to maximize conversational effectiveness.
 

Objectives

Upon completion of the Conflict Resolution and Difficult Conversations course, students will be able to:
  • Understand conflict sources, dynamics, and resolution
  • Use key conflict resolution strategies to reduce or end conflict
  • Employ a seven-step conflict resolution process
  • Use the ALERT Difficult Conversational Process

Audience

  • Professional of all levels and job type

Prerequisites

    None
     

Topics

Initial Thoughts and Vocabulary
  • The typology of conflict
  • Types of conflict
  • The Conflict Spiral
  • ERIC, VASE and Special Question Types
Conflict Strategies
  • Rationale and action
  • Collaboration vs. compromising
Quick Conflict Resolution Tips
  • Techniques to establish positive dialog
  • Defining a workable solution
  • Dealing with and defusing high emotions
The Conflict Resolution Process
  • A seven-step process moving from defining the issues at hand, through resolution, and ending with ways prevent future conflicts
Conversational Tips and Techniques
  • General Ground Rules
  • Constructive Feedback
  • Question Restatement
  • Addressing Employee Responses
  • Action / Reaction(s)
  • Ways to Say ‘No’
  • Use and Observation of Body Language
  • Value of Storytelling
Discussion Preparation
  • Defining Your Goals, Risks and Results
  • Time, Location and Venue
  • Orchestrating the Listening Framework
5 Step ALERT Conversation Process Overview
 
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