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Resolving Conflict with Communication Skills

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• Description: Although, through the use of good communication skills, conflict in the workplace can be minimized, it can't be eradicated entirely. On the occasions when disharmony inevitably arises, there is a need for a different set of communication skills--those of negotiation, mediation, or arbitration.
  This course will give you an understanding of the various causes and outcomes of conflict, together with a practical demonstration of the styles and communication involved in the negotiated resolution of one to one conflict.
  You will also learn how to act as a third party mediator or arbitrator in situations where the parties concerned seem unable to resolve the dispute unaided.
• Target audience: Those within the organization whose roles require them to achieve results by being able to influence other people such as colleagues, senior managers or clients. Also, anyone who has responsibility for managing, supervising, or leading staff.
• Estimated Duration: 3.0 hours
• Lesson Objectives: Lesson Overview
  • recognize the benefits of understanding interpersonal conflict.
  Keeping Conflict Constructive
  • use the appropriate communication skills to sustain constructive conflict in a given scenario.
  • differentiate between examples of affective conflict and cognitive conflict.
  Common Sources of Interpersonal Conflict
  • use appropriate strategies to preempt or avoid interpersonal conflict.
  • characterize the sources of interpersonal conflict in the workplace.
  The Results of Cognitive Conflict
  • recognize the results of too little or too much cognitive conflict in the workplace.
  Lesson Overview
  • recognize the benefits of being an accomplished negotiator.
  Understanding Negotiation Strategies
  • classify described behaviors and communication according to the negotiating strategies they represent.
  Negotiating through Collaboration
  • utilize collaboration strategies in a given conflict scenario.
  • recognize the characteristic strategies of collaborative negotiation.
  Negotiating through Constructive Confrontation
  • in a given scenario, utilize confrontation strategies to resolve conflict productively.
  • identify the essential factors of constructive confrontation.
  Lesson Overview
  • recognize the benefits of being an accomplished mediator.
  Barriers to Successful Mediation
  • recognize the barriers to successful mediation.
  The Mediation Process
  • given a description of mediation, identify what part(s) of the process was not undertaken.
  The Roles of a Mediator
  • within a given scenario, demonstrate the appropriate mediation communication skills.
  • match the required communication skills with the roles of a mediator.
  

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