Best Practices in Conflict Resolution and Adaptability PS103 Why Attend Conflict is an inevitable part of business. In situations where people have different goals and needs, conflicts arise, clashes take place and often, as a result, intense personal animosity will result. However, conflict is not necessarily bad. If resolved effectively, a conflict can eliminate many otherwise hidden problems. If a conflict is not managed well, it might escalate and lead to non-productive results. But if managed effectively, it can lead to quality and beneficial outcomes. That is why learning to manage conflict is an integral and imperative requirement to a productive organizational culture. In this course you will see that while not all conflicts can be resolved, learning to manage them decreases the odds of non-productive escalation. Learning to manage conflict involves skills related to conflict resolution, an awareness of conflict modes, conflict communication skills and the establishment of a structure for the management of conflict in your environment. Moreover, in this course you will also learn to appreciate the importance of adapting to any type of organizational change and to lead and manage such change by managing the factors creating the resistance to change. Course Methodology The course uses a mix of interactive techniques such as change readiness assessments, team exercises, case studies, individual exercises, as well as role plays (rehearsed and impromptu), videos and group feedback. Course Objectives By the end of the course, participants will be able to: Define and understand the different sources of conflict Discover their own conflict resolution styles Apply specific skills in order to improve relationships List benefits and disadvantages of conflicts Use the different bases of power and manage them to adapt to the situation Practice various strategies to win the trust of people in order to motivate them Manage resistance to change and recognize the strong emotions associated with it Target Audience This course is designed for business professionals who want to expand their conflict resolution skills, understand their own emotions and behaviors, and find productive ways to manage conflict with influence, even when authority is lacking. Target Competencies Managing conflicts Leading others Situation analysis Problem solving Emotional intelligence Evaluating cost associated with change Conflict resolution Self-awareness about conflict modes Conflict communication skills Self-assessment Sensitivity to others Understanding motivational needs Assessing change intensity Course Outline Definitions of conflict Nature and scope of conflict management Misconceptions about conflict Sources of conflict Positive and negative results of conflict When conflict comes between you and your desired results Thomas Kilmann conflict resolution mode instrument Scoring and interpretation Ways of coping with conflict Assumptions and outcome of conflict Managing conflict and using an appropriate style for more effective outcomes Approaches to conflict resolution Giving and receiving feedback Assumptions in disagreement Creating a collaborative work environment for faster and better results Influencing others in a conflict resolution context Managing emotions, information and problems Tips for effective day to day conflict management Resolving conflict before it gets out of hand Managing conflict with superiors and subordinates Getting better results through negotiation Establishing or regaining credibility so you can begin to influence people Achieving trust down and across the organization Influence inventory (power bases) Definitions of influence and the bases of power Changing the bases of power Persuading others by using your power bases Identifying ways to build relationships upward, downward and laterally within your organization Understanding the person you are trying to influence and persuading them through give and take Selling your ideas and implementing change successfully Influencing people while projecting self- confidence without being pushy Strategies for developing charismatic qualities The art of changing hearts, minds and actions Influence and the psychology of persuasion Action plan for developing your conflict resolution skills and influence from anywhere in the organization Models and strategies for managing and leading adaptability Leadership and organizational change Management adaptation to change situations Evaluating the need for adaptability Preparing and planning for change Managing resistance and emotions Understanding organizational and corporate cultures Components of a company culture Common mistakes when transforming company culture Managing resistance and emotions Deploying your adapted self Staying focused on your purposes Combining your ambitions and purposes Engaging courageously Inspiring people Involving your audience Speaking from the heart Running experiments Developing your personal support network Nurturing a personal holding environment Rejuvenating yourself
