Communicating Through Conflict™

When you don’t have the skills to identify and resolve conflict quickly and effectively, the conflict does not go away by itself; it escalates, goes underground, and causes hostility, fear, and loss of productivity.

This means that your bottom line suffers in terms of:

• Work output—When they have no positive means of resolving conflict, employees often stop caring about the quality and timeliness of their work. Even subtle downturns in performance can mean big losses to the bottom line.

• Interpersonal relationships—People need skills to identify, confront, and ultimately resolve conflicts—before they become unresolvable and permanently damage working and personal (family and friends) relationships.

• Management efficiency—Managers and supervisors don’t always have mediation skills. And even when they do, they often spend too much time trying to undo conflict that the people in the conflict need to resolve themselves.

This program covers:

• Why conflict happens and how to see it coming
• How conflict escalates and enemies form
• Dealing with nasty, unproductive tactics
• When to give in and when not to
• When avoiding works…and when it doesn’t
• Clarifying issues that are in conflict
• Language that helps and hurts in conflict
• From conflict to problem solving—making it happen
• Encouraging cooperation/getting others to problem solve
• Mediating conflict between staff, family, and friends

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