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Responding to Conflict: Strategies for Improved Communication

AMA - American Management Association
Training overview
Professional Course
2 days
From 2,445 USD
Start dates
Online
2,445 USD
11/15/2021

Online
2,445 USD
12/2/2021

Online
2,445 USD
12/16/2021

Online
2,445 USD
1/24/2022
AMA - American Management Association

Course description

Responding to Conflict: Strategies for Improved Communication

Conflict in business is all too familiar—particularly under increased business pressures. Still, most of us lack basic conflict management skills. Rather than react to conflict on a purely emotional level, you can learn how to manage disputes and disagreements in a positive manner, or even avoid them altogether. This conflict management training will show you how to recognize the causes of interpersonal conflict. It emphasizes skills to help you critically evaluate conflict situations and then choose the appropriate strategies and tools to manage and/or resolve these conflicts. You’ll develop greater awareness of your emotional triggers and how to control them. In addition, you will learn how to continually action-plan around the implementation of your new skills.

Who should attend?

Business professionals who want to expand their conflict management skills, understand their own emotions and behaviors when addressing conflict, and find productive ways to manage conflict.

Training content

Lesson One

Developing Conflict Awareness

  • Define Conflict
  • Explain the Difference Between Conflict and Disagreement
  • Describe the Five Levels of a Conflict
  • Describe Barriers to Managing and Resolving Conflict

Responding to Conflict

  • Identify Your Own Personal Feelings and Actions in Response to Conflict
  • Apply the P-U-R-R Model to Demonstrate Understanding and Application
  • Apply the Validating Process · Distinguish Between Listening for Thoughts and Listening for Feelings in a Conversation
  • Explain That Meaning Often Comes from the Context of the Relationship Rather Than the Intrinsic Definition of the Words Used

Lesson Two

Responding to Conflict—Part 2

  • Identify Your Own Personal Feelings and Actions in Response to Conflict
  • Apply the P-U-R-R Model to Demonstrate Understanding and Application
  • Apply the Validating Process
  • Distinguish Between Listening for Thoughts and Listening for Feelings in a Conversation
  • Explain That Meaning Often Comes from the Context of the Relationship Rather Than the Intrinsic Definition of the Words Used

Conflict Strategies

  • Identify Your Preferred Strategy or Strategies for Responding to Conflict
  • Identify the Five Conflict Strategies
  • Analyze Examples, and Recommend Appropriate Strategies to Minimize or Manage Conflict

The Role of Trust in Minimizing Conflict

  • Describe the Four Cs—The Four Cornerstones of Building Trust
  • Explain How Trust Is Lost and Regained and How Transparency Validates Trust
  • Identify Interests Behind Positions

Lesson Three

Moving Beyond Conflict

  • Describe How Relationship Conflict and Content Conflict Should Be Handled Differently · Explain the Reason the Word “Why” Should Be Avoided When Managing a Conflict
  • Identify Appropriate Solutions for Managing Real-Life Conflict Situations
  • Use “I” Messages and the DESC Script to Express Yourself Assertively
  • Apply the Model to Disagree
  • Say “No” Assertively
  • Detoxify Emotional Statements, and Devise Alternative Ways to Express the Message

Dealing with Difficult Behavior

  • Explain the Difference Between Difficult People and Different Behavior
  • Describe an Understanding of Handling Passive Behavior · Describe a Strategy for Handling Passive or Aggressive Behavior

Lesson Four

Mapping the Conflict

  • Map a Conflict Through the Five Steps on the Template
  • Explore a Given Conflict from Various “Viewing Points”
  • Separate Interests from Positions in a Specific Conflict
  • Select a Conflict Strategy Appropriate to a Goal · Demonstrate the Implementation of a Chosen Conflict Strategy in a Role Play

Thunderstorms

  • Apply a Combination of Skills, Techniques, and Ideas Presented Throughout This Seminar to Participant-Generated Conflicts (Called Thunderstorms)
  • Demonstrate the Application of Appropriate Conflict Strategies to Address These Thunderstorms

Costs

The course is priced as follows: $2445 - Non-members
$2195 - AMA members
$2079 - GSA price

Certification / Credits

  • Recognize the underlying causes of conflict
  • Map conflict using a five-step approach
  • Identify ways to develop flexible responses to personal and professional conflicts
  • Practice applying models, techniques and strategies to manage your interpersonal communication behaviors in conflict situations
  • Implement strategies to improve your communication and effectively respond to conflict

About AMA

About American Management Association International

For over 90 years, American Management Association International (AMA) has been a world leader in professional development. AMA supports the goals of individuals, organizations, and government agencies with a complete range of corporate talent transformation solutions, including public open-enrollment seminars...


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Contact info

AMA - American Management Association



Reviews

Average rating 5

Based on 1 reviews.

Stacie S.
All the participants that I worked with were engaged and interested. This made for a great class.
Training reviews
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Based on 1 reviews.
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