Productive Conflict Management

Our past experiences play a critical role in how we view conflict. If it’s been hurtful, it’s threatening. It’s easier to deny conflict exists, to deal with it apprehensively, or to avoid it at any cost. If it’s been hostile, conflict is a battleground where we try to defeat others in open struggles and confrontations, a win/lose orientation. If it’s been supportive and positive, we work through initially incompatible goals toward productive outcomes, seeing conflict as a way of developing better understanding, deeper relationships, and improved decision-making abilities. This workshop is based in structured, interactive exercises where participants use proven communication tools to transform negative or dysfunctional behaviors into powerful and productive patterns of communication.

A Model One and 1/2 Day Program Outline

Cornerstones of Productive Conflict Management Steps for Improvement Overview and basic introduction Role of consciousness in managing conflict Cornerstones of effective, productive communication Confirmation and saving face Positive and negative effects of conflict Categories of conflict and resolving differences Difference in communicator styles: Assertive, aggressive, passive, passive manipulative Conflict orientations Conflict tactics and power modes Compliance gaining and inducement techniques Positive Application of Conflict Management Techniques Identifying and expanding your Conflict Management Style Profile Effective and ineffective listening techniques Practicing the art of criticism Productive and unproductive verbal strategies Feedback Avoidance/Competition/Cooperation Using supportive instead of defensive producing communication Using effective versus ineffective nonverbal techniques Managing stress Working with difficult people Wrap-up and Program Evaluation

Workshop includes short lectures, role-playing and case study activities, small group discussion and problem-solving exercises, video-tape analysis and supportive feedback, as well as, self-evaluation and skill assessment, and assessing the skills of others. All participants receive training manuals, a list of recommended reading material, and can be videotaped during and analyzed after structured conflict management exercises. Custom designing the workshop to address corporate and participant objectives is recommended.

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