Conflict Resolution and Difficult Conversations


Course Number: ITL-134

Duration: 1 day (6.5 hours)

Format: Live, hands-on

Conflict Resolution Training Overview

This Conflict Resolution and Difficult Conversations training course teaches students how to avoid and resolve conflict. Students learn how to maximize conversational effectiveness to prepare for difficult conversations using the ALERT process.

Location and Pricing

Accelebrate offers instructor-led enterprise training for groups of 3 or more online or at your site. Most Accelebrate classes can be flexibly scheduled for your group, including delivery in half-day segments across a week or set of weeks. To receive a customized proposal and price quote for private corporate training on-site or online, please contact us.

Objectives

All students learn how to:

  • Understand conflict sources, dynamics, and resolution
  • Use key conflict resolution strategies to reduce or end conflict
  • Employ a seven-step conflict resolution process
  • Use the ALERT Difficult Conversational Process

Prerequisites

No prior experience is presumed.

Outline

Expand All | Collapse All

Introduction
Initial Thoughts and Vocabulary
  • The typology of conflict
  • Types of conflict
  • The conflict spiral
  • ERIC, VASE, and special question types
Conflict Strategies
  • Rationale and action
  • Collaboration vs. compromising
Quick Conflict Resolution Tips
  • Techniques to establish a positive dialog
  • Defining a workable solution
  • Dealing with and defusing high emotions
The Conflict Resolution Process
  •  A seven-step process moving from defining the issues at hand, through resolution, and ending with ways prevent future conflicts
Conversational Tips and Techniques
  • General ground rules
  • Constructive feedback
  • Question restatement
  • Addressing employee responses
  • Action / Reaction(s)
  • Ways to say ‘no’
  • Use and observation of body language
  • Value of storytelling
Discussion Preparation
  • Defining your goals, risks, and results
  • Time, location and venue
  • Orchestrating the listening framework
Five-Step ALERT Conversation Process Overview
Conclusion

Training Materials:

All attendees receive comprehensive courseware covering all topics in the course.

Software Requirements:

For in-person classes, no computer setup is required. The instructor will need Internet, projection, and power, and attendees should be seated in groups of 3-4 for pencil/paper exercises. Setup for online classes is equally easy and detailed upon request.



Learn faster

Our live, instructor-led lectures are far more effective than pre-recorded classes

Satisfaction guarantee

If your team is not 100% satisfied with your training, we do what's necessary to make it right

Learn online from anywhere

Whether you are at home or in the office, we make learning interactive and engaging

Multiple Payment Options

We accept check, ACH/EFT, major credit cards, and most purchase orders



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