OVERVIEW
Conflict is an inevitable part of life. No matter how hard you try, it can seem that there will always be something that causes you or someone around you to be frustrated, angry, and impatient – or a whole host of other not-so-pleasant emotions.
WHY SHOULD YOU ATTEND
Time is Money. There are a variety of direct costs to the organization associated with poorly managed conflict, including, in the worst cases, the loss of customers and good employees. One that is visible to everyone is the time taken to successfully resolve issues. Time that would be better spent on accomplishing work and achieving goals is instead used to manage disagreements, smooth ruffled feathers, and deal with difficult people.
When CPP Inc commissioned a study on workplace conflict, they found that that an overwhelming majority (85%) of employees at all levels experience conflict to some degree. Furthermore, they found on average, each employee spends 2.1 hours every week – approximately one day a month – dealing with conflict in some way (being involved in a disagreement, managing a conflict between co-workers, etc.)
It is also a major drain on the resources of HR departments: half of the HR workers questioned (51%) spend between one and five hours a week managing disagreements.
AREAS COVERED
- Identify the top six causes of conflict and which one produces the most problems
- Understand the iceberg concept of conflict – what’s above and below the water line
- Define five conflict management styles and match each style to different conflict situations
- Decide if you’re a shark or a turtle or a teddy bear or a fox or owl in how you handle conflict.
- Learn how to keep your cool and react in a professional manner in the heat of the moment.
- Learn the language of positive communication to reduce negative emotions, especially anger.
- Recognize the four types of difficult people that drive you crazy and how to deal with them.
LEARNING OBJECTIVES
The crucial issue is not whether conflict, disagreement and difficult people can be avoided; the real concern is how they can be dealt with that will lead to positive outcomes. If managed improperly, businesses’ productivity, operational effectiveness, and morale take a major hit. On the other hand, when channeled through the right tools and expertise, conflict can lead to a better understanding of others, improved solutions to problems or challenges, and major innovation.
WHO WILL BENEFIT
CEO’s, COO’s, VP of Human Resources, Chief Learning Officer, Directors, Project Managers, Operation Managers and Supervisors, Team Leaders, Human Resources Professionals.
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