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Managing the "Unmanageable": Tough People, Situations

American Management Association

Learn skills for managing challenging workplace situations at the American Management Association. Gain insights on motivating burned-out employees, dealing with crises and dysfunctional behaviors, and addressing cultural and generational conflicts. Develop the confidence and strategies needed to handle tough conversations and protect your company from employment-related liabilities.

(5) All levels 21 and older
$2,695

18 sessions

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Conflict Resolution Skills

Learn how to transform workplace conflict from destructive to productive in this highly interactive course offered by the International Institute for Learning. Discover the connection between individual conflict response and team-empowering conflict resolution skills, and develop proactive conflict approach plans that can be applied in any organizational setting. Harness the value of conflict and enhance your communication and problem-solving abilities.

  • Intermediate
  • 18 and older
  • $850
  • Online Virtual Course
  • 12 hours over 4 sessions

Start Dates (0)

  • $850
  • Online Virtual Course
  • 12 hours over 4 sessions
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Class Description

Description

What you'll learn in this conflict resolution training:

Many organizations have assumed that workplace conflict is always destructive.  So, they have often believed that conflict is best dealt with by managers or even via policies and procedures. After all, conflict creates workplace stress and leads to many performance problems, generating very real organizational costs! 

However, savvy organizations have embraced the fact that when conflict is understood and harnessed, it can be leveraged to add value to teams and even enhance performance.  With the right knowledge, skills, training, and practice, conflict can be productive and make organizations better! In this highly interactive course, learners will discover the connection between individual conflict response and team-empowering conflict resolution skills.  

Participants will explore conflict’s visceral dynamics and the nuanced behaviors we individually engage in to communicate and respond to conflict. Learners will apply techniques for transforming unproductive conflict responses into productive ones.  Additionally, learners will use a systematic method that prepares them to objectively dissect real-world conflict, while practicing many strategies for resolving it.  They will also develop proactive conflict approach plans, which they can transfer back to their own workplaces.

Who Should Attend

This course is designed for anyone interested in improving the way they respond to and manage workplace conflict.

Each participant practices building personal mastery in:

  • Achieving a personal conflict paradigm shift
  • Aligning conflict stakeholder’s expectations
  • Agreeing on specific path to conflict resolution Identifying demands versus needs in the context of a common objective
  • Neutralizing potential resistance and surfacing assumptions
  • Addressing barriers and generating solutions
  • Agreeing upon a win/win solution
  • Developing a plan to implement the solution
  • Harnessing the value from the conflict and celebrating the results

At the end of this program, you will be able to:

  • Recognize the organizational costs of conflict
  • Explain our physical and mental responses to conflict
  • Communicate proactively and effectively with different types of people during conflict
  • Replace unproductive conflict responses with productive ones
  • Use the Conflict Resolution Diagram (CRD) process and conflict resolution approaches
  • Relate team stages of development to shifts in conflict
  • Develop a proactive conflict approach for your organization
  • Create a conflict resolution plan for a real-world scenario

Overview

Getting Started         

  • Introductions and social agreements        
  • Course goal and objectives        
  • Opening activities  

Conflict Facilitation Readiness         

  • Conflict responses and perceptions          
  • Conflict basics          
  • Conflict and organizations         
  • Dynamics of conflict  

Conflict Styles and Communication          

  • A look at the color energies model         
  • Conflict through the color energies and DiSC® lens          
  • Communication with opposite color energies

  Individual Response to Conflict         

  • The anatomy of conflict         
  • Recognizing unproductive conflict responses        
  • 4 steps to productive conflict          
  • Choosing productive conflict responses  

Team Performance and Conflict        

  • High-performing team relationships          
  • Conflict and project team performance          
  • Conflict Resolution Diagram (CRD) and process

Conflict Facilitation – Preparation

  • Recognizing context and stakeholder needs         
  • Using team conflict resolution approaches          
  • Preparing for Crucial Conversations®  

Conflict Facilitation – Clarity         

  • Exposing assumptions and biases          
  • Defining the conflict and using the CRD  

Conflict Facilitation – Action        

  • Proactive conflict management         
  • Conflict facilitation practice  

Summary and Next Steps         

  • Review         
  • Personal action plans

Remote Learning

This course is available for "remote" learning and will be available to anyone with access to an internet device with a microphone (this includes most models of computers, tablets). Classes will take place with a "Live" instructor at the date/times listed below.

Upon registration, the instructor will send along additional information about how to log-on and participate in the class.

School Notes: Note: International Institute for Learning may reach out to you directly for additional information prior to your class starting date.

Refund Policy

  • Cancellations received up to 15 business days before the course are fully refundable.
  • After that, cancellations are subject to the entire course fee.
  • Please note that if you don’t cancel and don’t attend, you will still be responsible for payment.
Substitutions may be made at any time. To make a substitution, cancel or reschedule a course, please contact CourseHorse at [email protected].

If the school finds it necessary to cancel a course due to low enrollment, a full refund less a 5% non-refundable registration fee will be made. We will not be responsible for participant’s airfare and/or hotel expenses or cancellation fees. Dates, times and prices of all courses are subject to change.

In any event where a customer wants to cancel their enrollment and is eligible for a full refund, a 5% processing fee will be deducted from the refund amount.

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  • This class will earn you 8500 points. Points give you money off your next class!

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International Institute for Learning

IIL's commitment to improving organizational performance with Intelligence, Integrity and Innovation has made us a trusted learning partner to thousands of global companies -- in more than 150 countries for over 25 years.

Core competencies for individuals and organizations include Project, Program and...

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International Institute for Learning

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