Conflict, Communications and Negotiations

Summary:	Understand, work through and prevent conflict in the workplace using interest-based problem solving and communication skills.
Benefit:	When unproductive conflict is prevented and potentially productive conflict is encouraged to surface and worked through in a win-win fashion, managers and employees work more efficiently.

Class Objectives

Understand the nature and inevitability of conflict in organizations
Examine the importance of self-management skills when dealing with conflict
Increase awareness of personal tendencies regarding approach to conflict situations and how social style often impacts one's personal tendencies
Analyze and handle defense mechanisms people may exhibit when dealing with conflict (confrontation/fight behavior and non-confrontational/flight behavior)
Study techniques for how to effectively raise a difficult issue with someone
Understand various strategies and techniques that promote effective discussion of issues

Differentiate between productive and unproductive conflict
Prevent unnecessary and unproductive conflict using various means
Receive feedback on listening skills to promote good communication
Effectively select the appropriate modes for dealing with conflicts
Practice interest-based problem solving as a means of collaboration when two or more parties have a need to find a win-win solution

*Assessment Instrument:*	Thomas-Kilmann Conflict Mode Instrument(for self-awareness of conflict mode preferences)
*Course Length:*	1 Day (7 hours of content)