Moving Through Conflict: Conflict Management and De-escalation Skills

Many people see conflict as a negative experience. In fact, conflict is a necessary part of our personal growth and development. Think of when you were trying to choose your major in college, for example, or trying to decide between two jobs. However, conflict becomes an issue when the people involved cannot work through it. They become engaged in a battle that does not result in growth. When this type of conflict arises, negative energy can result, causing hurt feelings and damaged relationships. This course will give participants the tools that will help you resolve conflict successfully and provide skills to identify potentially aggressive behaviour and de-escalation techniques conducive with their individual working environment.

Course Length: Blended course consisting of on-line pre-learning and 1 day Face to Face

What Will Students Learn?

What conflict is and how it can escalate.
The types of conflict and the stages of conflict.
The five most common conflict resolution styles and when to use them.
How to increase positive information flow through non-verbal and verbal communication skills.
Effective techniques for intervention strategies.
Ways to manage conflicts to enhance productivity and performance.

What Topics are Covered?

Defining conflict and types of conflict
Spontaneous and reflective action
The Johari window
Stages of conflict
Conflict resolution style questionnaire
The role of communication in conflict resolution (including information on active listening, paraphrasing, asking questions, and body language)
The conflict/opportunity test
Conflict and its resolution
Helping others through conflict