Conflict Resolution | Yearsley Training & Management Consulting

This workshop focuses on one of the key management skills needed in order to be an effective leader...learning how to resolve conflicts effectively. Conflicts are inevitable and part of our every day life in business, whether it involves an unsatisfied customer, an associate or your boss. Yet, many people find themselves unskilled in this area. This program will examine the participant’s personal approach to conflict and provide them with a proven template on how to resolve conflict in an effective professional manner. The program will be very interactive and participants will be required to practice the skills learned.

Course Objectives:

Gain a clear understanding of what conflict is: it's causes and sources
Examine your own personal style in dealing with conflicts
Learn how to separate the people form the problem
Focus on how to communicate effectively in a conflict
Use a problem solving “Win-Win” approach to resolve conflicts constructively

Topics include:

Defining conflict
Examining the five sources/types of conflict
Communicating effectively
A six-step problem solving approach to negotiating a "Win-Win"

Methods and focus: Conflict resolution style diagnostic, team exercises, breakouts, and role-playing. This program will challenge the participants to practice the skills learned. They will be required to demonstrate the communication and conflict resolution techniques learned by role-playing specific conflict scenarios.