Wherever we find people working together we find conflict. Managed well, conflict can lead to good outcomes. Not managed well, conflict outcomes can range from broken relationships to project failure, or worse. This course addresses concepts and practices for managing conflicts, resolving disputes and ensuring that conflicts don’t escalate in an organization or community.
This course explores conflict management and de-escalation techniques. It gets to the heart of why people do what they do when in conflict, and how to get your arms around conflict situations at work, at home and in the community. Moving participants from self-awareness to other-awareness, experienced mediator instructors take you on a journey that will pay rewards for many years to come in resolving conflicts
- Examine and develop tools for addressing and resolving workplace conflicts in teams, departments, communities, and in most situations.
- Understanding of conflict styles and their influence on resolution.
- Identify the core principles that guide escalation and de-escalation of conflict and the practice of verbal de-escalation.
- Utilize Active Listening, Reframing, Helpful Questions and Modeling Calm