GRA Inc.
GRA, Inc.
2317 Falling Creek Road
Silver Spring, MD 20904
Phone: 301-989-9659
Fax: 800-472-2804

How To Resolve Conflict With Others

  • Course Title

    HOW TO RESOLVE CONFLICTS WITH OTHERS

  • Course Level

    This practical program contains resources for changing organizational culture, altering the norms that so often cause obstructive behavior and replacing them with constructive, positive behaviors. This seminar puts the tools of the professional mediator in the hands of every supervisor/manager to build better workplace relationships. It is an essential component of every successful organization's HRD and OD strategic effort

  • Course Prerequisites

    None

  • Course Length

    Customized to meet clients' specific needs

  • Learning Objectives

    Following the training, the learner will be able to:

    • Assess workplace conflicts to determine whether Self Mediation is appropriate
    • Identify the two reflexive behaviors
    • Identify the five elements of the retaliatory cycle
    • Describe the necessary features of context (time-and-place environment) that will prevent failure of dialogue.
    • Use techniques for beginning a scheduled dialogue
    • Recognize and identify conciliatory gestures
    • Recognize and identify the four psychological forces that produce consensus
    • Form agreements
  • Course Outline

    AGENDA

    • Assess workplace conflicts to determine whether Self Mediation is appropriate based on:
      1. Level of seriousness of the conflict
      2. Degree of functional interdependence between oneself and the co-worker
      3. Balance of power, and risk of power abuse
      4. Characteristics of the co-worker that would contraindicate Self Mediation
    • Identify the two reflexive behaviors, in a case study or an actual conflict, that obstruct joint problem-solving, and to describe how to eliminate those behaviors.
    • Identify the five elements of the retaliatory cycle, in a case study or an actual conflict, and to describe how to interrupt the cycle to make joint problem-solving dialogue possible.
    • Initiate dialogue with a co-worker to solve a workplace conflict.
    • State the issue in conflict in terms that promote cooperation and minimize defensiveness.
    • Persuade a reluctant co-worker to participate in dialogue to solve a workplace conflict.
    • Describe the necessary features of context (time-and-place environment) that will prevent failure of dialogue.
    • Use techniques for beginning a scheduled dialogue with a co-worker that focuses attention on the issue to be solved and removes obstacles to successful conclusion.
    • Perform the two essential tasks during a scheduled dialogue that are necessary to produce a shift in attitude from me-against-you to us-against-the-problem.
    • Recognize and identify conciliatory gestures that naturally occur during arguments, and to seize the opportunity they present to solve the conflict.
    • Recognize and identify the four psychological forces that produce consensus, and to describe them in a case study or an actual conflict.
    • Form agreements that meet the three criteria that prevent recurrence of conflict.
  • Delivery Method

    On-site instructor-led classroom, using a variety of interactive teaching methods and materials

  • Equipment Required
    • LCD projector and screen
    • Power strip extension cord long enough to reach power outlet
    • Flip chart and markers
    • Blackboard or whiteboard (desirable)
    • Wireless microphone (depending on class size and room arrangement)
    • The GRA instructor will provide the laptop computer necessary for the presentation