Resolving Conflict A Leadership Essentials Course Online Course or Classroom Workshop "I've got great people on this team. They just don't always get along. Sometimes I feel more like a referee than a manager."  (Classroom version now available in Spanish)

Diverse work teams can mean enhanced creativity with exceptional outcomes. It can also mean conflict as individuals bring different personalities and work styles to the table. Managing those differences quickly and effectively can mean the difference between a "bump-in-the-road" and lost productivity - a loss that can impact the entire organization. 

• Sources of team member conflict 
• Effective ways to resolving conflict 
• Mismanaged agreement appearing to be conflict 
• Positive and negative aspects of conflict  

• Accept conflict as an inevitable part of all work situations and deal with it in order to maintain individual and team focus and productivity.
• Recognize  the positive and negative impacts of conflicts and leverage conflict to everyone's advantage.                    
• Distinguish  between the two major sources of conflict so that they it can be resolved fairly and effectively.
• Establish  a cooperative atmosphere to resolve conflicts when they arise.      

• Ask each team member to state problem                                   
• Ask each team member to state other's view of problem
• Ask each team member to confirm accuracy of other's restatement
• Focus on objective facts, areas of mutual need or mutual goals
• Ask each to suggest solutions
• Bring both to agreement on specific steps to resolve conflict and set up time for review  

Resolving Conflicts will enable managers and team leaders to:

• Accept conflict as an inevitable part of all work situations and deal with it in order to maintain individual and team focus and productivity.
• Recognize the positive and negative impacts of conflicts and leverage conflict to everyone's advantage.
• Distinguish between the two major sources of conflict so that they can be resolved fairly and effectively.
• Establish a cooperative atmosphere to resolve conflicts when they arise.

INTERNAL MEMO: “on your recent incident with ... I was really impressed to hear how you handled the situation. You "made my day" when I heard you were using the Conflict Resolution training as a guide to resolve the issue. I hope you don't mind if I share your success story at my next senior management meeting!”
                      - Dan Welsh, Operations Manager, Acadian Group 

The online course and workbook together may be purchased for a
special "blended learning" rate.

Facilitator Guide

• Complete instructions on how to conduct the workshop.
• Explanatory text for the trainer, sample trainer narrative, transcripts of video segments and facilitation notes.
• Facilitator Resource CD-Rom containing PowerPoint presentation, additional resources, and reproducible pages from the facilitator guide as well as entire participant workbook. 

• Exercises, forms, skill practice aids, and a video synopsis
• Job Aids section with tools and resources for applying the skills learned in the workshop
• Memory Jogger Card providing a handy reminder of the workshop's skill points

• Introduction followed by a scenario displaying positive use of the three skill points discussed in the program
• Video segments focusing on modeling positive behaviors for skill practices
• Scenarios in both office and industrial settings

• Workshop                 4 hours
• Online Training        1.5 hours
• Use as a Blended Learning session

• Essential Skills of Leadership
• Essential Skills of Communicating 
• Developing Performance Goals & Standards
• Providing Performance Feedback
  
  Improving Individual & Team Performance:
• Managing Complaints
• Improving Work Habits
• Effective Discipline
• Resolving Conflicts
• Coaching Job Skills
  
  Personal Leadership:
• Delegating
• Supporting Change
• Communicating Up