Managing Conflict

Wherever there are two (or more) people, there is the potential for conflict. Interpersonal conflict is inevitable in complex organizations where people must share work space, tools and equipment, information, responsibility and authority, and other resources.  The sources of disagreement and emotional tension are many and varied, and occur thousands of times each day in a large organization.

While conflict can be disruptive and unpleasant, effective management of conflict can lead to creative, integrative solutions to problems. Your company needs the creative energy of all employees to be focused on innovative solutions for citizens and customers and ways to improve service delivery – not drained away in non-productive tension and in-fighting.  Good conflict resolution skills can free that energy.  These skills are among the most important leadership and team effectiveness competencies.  

Our approach is to provide numerous practice sessions to build skill and confidence both in confronting and in responding to conflict situations, and to provide a model of win-win conflict resolution.  

Benefits

The Organization will experience a number of benefits as a result of its leaders attending this training:

¨      Productive communication that enhances efficiency and morale

¨      Improved productivity by cutting down on frustration and counter-productive behavior

¨      Improved relationships with citizens, managers, team members, and other community associates

¨      Personal growth as leaders apply their new knowledge, skill and understanding to future conflict situations

¨      Creative solutions and outcomes that benefit the Organization

¨      Less management time devoted to mediating conflict

¨      Less turnover due to a hostile work environment

Learning Objectives

Participants in this Conflict Resolution course will

•  Understand why conflict occurs

• Identify the factors contributing to conflict behavior

• Learn the different styles of handling conflict

• Be able to choose the most appropriate style in each situation

• Learn how to use appropriate techniques for resolving conflict between you and another person

• Learn how to use appropriate techniques for mediating conflict between two others

• Learn how to cope with “Difficult People”

• Be able to prevent conflict and foster teamwork

Customization  

We include as custom examples and relevant anecdotal details based on our research of your organization prior to this training.  

Methodology  

All Alexander/Hancock Associates programs are designed to be highly interactive and engaging, emphasizing learning by doing. This program will include the following methods:  

¨      Facilitated discussion  

¨      Skill Practices

¨      Thomas-Kilmann Conflict Mode Survey

¨      Small group exercises

¨      Case scenarios

¨      Video  

Training Topics  

·        What types of conflict situations occur at work?  (What is conflict?)

-        Between employees

-        Within a team

-        Between managers and employee(s)

-        Between an employee and a citizen

-        Between an employee and a vendor

·        What are the dynamics of these situations? (Case Studies)

-        What is similar in these situations?

-        What differences emerge?

·        What causes the conflict? (Case Studies)

·        What role is played by

-        Perceived power differences

-        Personality differences

-        Attribution errors

-        Unclear roles and responsibilities

-        Poor communication

-        Competition for resources, for recognition

-        Conflicting goals or goal frustration: not being able to get things done

·        How does conflict affect emotions and behavior?  Why?

·        How do we handle conflict?: typical responses

·        Thomas-Kilmann Conflict Mode Survey

-        5 conflict styles: Video

-        Your preferred style: 

Each participant will take the Thomas-Kilmann Conflict Mode Survey.  They will score and receive feedback on each of the styles:

§         Competing

§         Accommodating

§         Avoiding

§         Bargaining

§         Collaborating

·        Strategies for resolving conflict between you and another person

Skill Practices: Numerous strategies will be demonstrated and applied to different situations.  Effective techniques and language for conflict management interactions will be practiced.

·        Strategies for mediating conflict between two other parties

-        Skill Practices

·        What will we do with what we learned here?

-               Projects and assignments

-               Follow up process

AlexanderHancock Associates offers consulting assistance in this subject. Because of the custom nature of our consulting work, we request that you contact us directly to discuss your needs or email us at  info@alexanderhancock.com.

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