Responding to Conflict: Strategies for Improved Communication

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Conflict in business is all too familiar—particularly under increased business pressures. Still, most of us lack basic conflict management skills. Rather than react to conflict on a purely emotional level, you can learn how to manage disputes and disagreements in a positive manner, or even avoid them altogether. This conflict management training will show you how to recognize the causes of interpersonal conflict. It emphasizes skills to help you critically evaluate conflict situations and then choose the appropriate strategies and tools to manage and/or resolve these conflicts. You’ll develop greater awareness of your emotional triggers and how to control them. In addition, you will learn how to continually action-plan around the implementation of your new skills.

How Will you Benefit?

  • Recognize the underlying causes of conflict
  • Map conflict using a five-step approach
  • Identify ways to develop flexible responses to personal and professional conflicts
  • Practice applying models, techniques and strategies to manage your interpersonal communication behaviors in conflict situations
  • Implement strategies to improve your communication and effectively respond to conflict

What You Will Learn

Developing Conflict Awareness

  • Recognizing the difference between disagreement and conflict
  • Understanding the five levels of a conflict
  • Exploring barriers to conflict management and resolution

Responding to Conflict

  • Identifying your own feelings and actions in response to conflict
  • Applying the P-U-R-R Model to demonstrate understanding
  • Utilizing the validating process
  • Distinguishing between listening for thoughts and listening for feelings

The Role of Trust in Minimizing Conflict

  • Describing the 4 Cs as the cornerstones of building trust
  • Knowing how trust is lost and regained, and how transparency validates trust
  • Identifying interests behind positions

Conflict Strategies

  • Identifying your preferred strategies for responding to conflict
  • Understanding the five conflict strategies
  • Exploring appropriate strategies to minimize/manage conflict

Moving Beyond Conflict

  • Knowing why relationship conflict and content conflict should be handled differently
  • Turning potential disagreements into discussion by applying the Model to Disagree
  • Identifying and practicing assertiveness tools and strategies
  • Detoxifying emotional statements and devising alternative ways to express the message

Dealing with Difficult Behavior

  • Explaining the difference between difficult people and difficult behavior
  • Understanding how to handle passive behavior
  • Developing a strategy for handling passive or aggressive behavior

Mapping the Conflict

  • Mapping a conflict using a 5-step approach
  • Exploring a given conflict from various viewing points”
  • Separating interests from positions in a specific conflict
  • Selecting a conflict strategy appropriate to addressing a specific goal
  • Implementing a chosen conflict strategy

Thunderstorms

  • Applying skills to address emotionally tense conflicts (called Thunderstorms)
  • Using skills to address an intra-group conflict case study
  • Planning for future development to effectively respond to conflict

Who Should Attend

Business professionals who want to expand their conflict management skills, understand their own emotions and behaviors when addressing conflict, and find productive ways to manage conflict.

CE Credits: 1.2

For Classroom, Live Online, and Webinar programs, you may transfer to a future session, send someone to take your place or cancel without penalty at any time up to three weeks prior to your program. If you provide AMA with less than three weeks notice, or fail to attend, you will be liable for the entire program fee.

Programs included in AMA OnDemand offerings are not eligible for substitution, transfer, cancellation, return, or refund.

100% Satisfaction Guaranteed—At AMA, we guarantee the quality of our seminars. In fact, 98% of our participants say they would recommend the course they have taken to their colleagues. If, for any reason, you are not satisfied with a seminar for which you have paid, AMA will give you credit toward another seminar of comparable price or will refund your fee.

We appreciate that this is an important investment for you and your company and would like to accommodate your needs the best we can.

American Management Association

American Management Association is a world leader in professional development, advancing the skills of individuals to drive business success.

Challenging situations require a trusted partner.AMA’s mission and approach to improving performance combines experiential learning—“learning through doing”—with opportunities for ongoing professional growth at every step of one’s career journey. AMA supports the goals of individuals and organizations through a complete range of products and services, including seminars, webcasts and podcasts, conferences, corporate and government solutions, business books and research.

Organizations worldwide, including the majority of the Fortune 500, turn to AMA as their trusted partner in professional development and draw upon its experience to enhance skills, abilities and knowledge with noticeable results from day one.

More classes from American Management Association

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Reviews of American Management Association

(10 Reviews)
Katie R.
08/30/2017
Attended: Responding to Conflict: Strategies for Improved Communication
Overall, I wasn't too impress with this class. I felt Mark started strong on Monday morning, after lunch he was very distracted. Also the book's content is out of date.
Craig H.
08/24/2017
Attended: Responding to Conflict: Strategies for Improved Communication
Instructor seem preoccupied. Section six had content that was not correct. Needed more instructor lead and involvement instead of independent breakaways that students are not sure about the content usage.
Martin W.
08/24/2017
Attended: Responding to Conflict: Strategies for Improved Communication
Martin W. gave this class 5 out of 5 Connect2Classes stars.
Debi R.
08/24/2017
Attended: Responding to Conflict: Strategies for Improved Communication
I enjoyed the Course and the content.
Sara H.
08/17/2017
Attended: Responding to Conflict: Strategies for Improved Communication
Sara H. gave this class 4 out of 5 Connect2Classes stars.
Judy B.
08/17/2017
Attended: Responding to Conflict: Strategies for Improved Communication
I thought the instructor did VERY WELL handling a challenging/disruptive student in the class. Jean handle his disruptions very professionally and very patiently. Kudos to her!!
Edith F.
08/11/2017
Attended: Responding to Conflict: Strategies for Improved Communication
The session included useful conversations and helpful tools.
Patrick D.
08/09/2017
Attended: Responding to Conflict: Strategies for Improved Communication
Deb was a great instructor, and as always a very interactive and useful class
Derrek R.
08/09/2017
Attended: Responding to Conflict: Strategies for Improved Communication
Derrek R. gave this class 4 out of 5 Connect2Classes stars.
Jason A.
07/31/2017
Attended: Responding to Conflict: Strategies for Improved Communication
Jason A. gave this class 5 out of 5 Connect2Classes stars.