Online Conflict Resolution Training Course Content

This live, facilitator-led Conflict to Cooperation training course is delivered to you online at your computer. You still have all the benefits of interacting with our facilitators in real-time, just at your office or home desk. You can ask questions both during the training and afterwards with our free post-course help desk.

This online course helps participants to remain professional while handling difficult conversations in the workplace. Providing a practical and hands on approach, participants will apply a step by step framework for the best possible outcome. Sometimes the hardest part is starting a difficult conversation, and we have got that covered. The course covers handling fears, feedback, conflict styles – what to use when, and much more.

Course Times

• 8:30am to 3:30pm

Introduction

• Welcome
• Objectives

The nature of conflict

• Types and levels and opportunities of conflict
• Early warning signs of workplace conflict
• What makes conversations difficult to you?
• What happens when we put off having a difficult conversation?
• Four types of difficult conversations

Co-operation

• Working with and adapting to communication and behaviour styles
• Values, beliefs, perception, discerning information
• Building rapport

Handling difficult conversations

• STEP 1. Plan
  • Planning template
  • Identify the source of conflict – intent vs impact
  • Identify the type of difficult conversation: Behaviour, performance, authority, sensitive
  • Managing mindset
• STEP 2. Start the conversation
  • Setting the scene with framing
  • Do’s and don’ts
  • Starting phrases
  • Providing feedback with a structure and examples
• STEP 3. Perspective (the other person’s)
  • Types of questions
  • Listening – identifying language filters
• STEP 4. Solution
  • Common goal
  • Problem solving (process and tools)
  • Diffusing tension
• STEP 5. Progress forward: Agreed actions
  • Reaching agreement
  • Staying on track

When someone has a difficult conversation with you

• Staying calm
• Gaining clarity
• Responding appropriately

Additional Toolkit: Building Co-operation (behaviours, tools and techniques)

• Building and demonstrating trust
• Building and demonstrating integrity
• Straight talk and co-operative language
• Challenging perception