Course Length: 2-days


Course Description

Unresolved conflict and broken communication patterns are expensive for any organization.  Internal organizational conflict can lead to stress, increased absenteeism and costly employee turnover.  External conflict with customers, prospective clients and vendors can lead to lost business and increased expenses.  Many people see conflict as a negative experience.  In fact, conflict is a necessary part of our personal growth and development.  Learn to identify and understand the various sources of conflict and to implement strategies that will help manage conflict effectively.  These learned skills are invaluable not only in a business environment, but in personal relationships as well.

Performance Based Objectives

Self-assessment identifying your basic conflict strategy

Examine what conflict is and how it can escalate

Learn different types of conflict and the stages of conflict

Examine the five most common conflict resolution styles and when to use them


Learn how to increase positive information flow through non-verbal and verbal communication skills

Effective techniques for intervention strategies

Ways to manage conflicts and enhance productivity and performance

Course Outline

Defining Conflict

Blake Mouton Styles Grid Self-Assessment

Open Conflict vs. Hidden conflict

Spontaneous and Reflective Action

The Johari Window

Understanding the Johari Window

Self-assessment using the Johari Window

Case study:  Examine spontaneous and reflective behavior


Stages of Conflict

Creating the Win/Win

The Role of Communication in Conflict Resolution

Conflict Resolution Style Questionnaire

Active Listening Skills

Powerful Questions

Conflict and its Resolution

Helping Others through Conflict

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