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Choice and Control: A Positive Approach to Conflict

Corporate Education Group
Training overview
Professional Course
2 days
Start dates
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United States of America
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Course description

Choice and Control: A Positive Approach to Conflict

Anyone working with others will experience situations where confrontations and conflicts occur. There will always be conflict. It is critical to our professional survival that we know how to analyze and respond to conflict situations and what communication skills to use to manage it successfully. A skillful manager or team member knows how to effectively deal with uncomfortable conflict situations so that they turn into comfortable and productive discussions that contribute to each person’s goals and objectives.

This course is designed to give participants the opportunity to focus on specific skills, tools, and techniques to strengthen and expand their ability to work creatively with all types of conflict and improve effectiveness in interpersonal relationships and negotiations. Throughout the two days participants practice applying skills, tools, and different approaches to their own specific conflict situations. A variety of individual, pair, and team exercises are structured to allow the participants to experience “real” scenarios and exchange constructive feedback on conflict style and skills.

Who should attend?

Individuals who will benefit from this course include: managers, supervisors, leaders, team members, and individuals who must resolve conflict situations.

Training content

learning objectiveS:

  • Adopt a positive approach to conflict.
  • Understand and analyze the nature of and reasons for conflict.
  • Use emotional intelligence in conflict situations.
  • Identify five conflict positions and the effects of each.
  • Apply intervention models in conflict situations.
  • Promote successful communication in conflict situations.
  • Increase confidence in dealing with difficult situations.
  • Gain an awareness of your own conflict style.

Day One

Module 1: Introduction

  • Agenda and Ground Rules
  • Building Blocks of Conflict Management
  • Layers of Conflict
  • Conflict Sources
  • Self-Evaluation

Module 2: Conflict Styles

  • Five Styles
  • Competition
  • Avoidance
  • Accommodation
  • Compromise
  • Collaboration
  • Thomas-Kilmann Conflict Mode Instrument
  • Exercise: How Do You Handle Conflict?

Module 3: Four Cores of Trust

  • The Trust Equation
  • Characteristics of Trusted Relationships
  • Four Cores of Credibility
  • Integrity
  • Intent
  • Capability
  • Results
  • Exercise: Four Cores of Credibility

Module 4: Emotional Intelligence

  • Needs and Wants
  • Exercise: Negative Outcomes and Needs and Wants
  • Five Components of Emotional Intelligence
  • Self-Awareness
  • Self-Regulation
  • Self-Motivation
  • Empathy
  • Effective Relationships
  • Exercise: Emotional Intelligence

Day Two

Module 5: Managing Conflict

  • Goals, Expectations, and Values
  • Conflict Management Process
  • Reasons for Difference
  • Conflict Case Study
  • On-the-Spot Conflict Management
  • Exercise: Your Conflict Situation

Module 6: Guidelines for Interactions

  • Relationship Success Factors
  • Principles to Guide Interactions
  • Outcome Thinking
  • Four Components of Communication
  • Five Communication Skills
  • Gaining Rapport
  • Listening for Understanding
  • Expressing Assertively
  • Questioning for Information
  • Summarizing for Clarity
  • Communication Process
  • Conflict Communication Skills
  • Exercise: Listening Assessment and Self-Evaluation

Module 7: Difficult Conversations

  • Causes of Difficult Interactions
  • Difficult Conversations and the Brain
  • Advocacy and Inquiry
  • Conversation Mindsets
  • Exercise: Difficult Conversations Steps
  • Influencing
  • Exercise: Using the Influencing Framework
  • Predictive Index
  • Next Actions


Contact Corporate Education Group for pricing details.

About CEG


Corporate Education Group (CEG) delivers talent strategies and development solutions that align with targeted business goals to transform organizational performance. From assessments to advisory consulting, program design, training delivery, and measurement, we identify the right solutions to unlock business value....

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