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Conflict Management
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Conflict has two faces – one positive and one negative.

In the positive use of conflict we find it is a critical component of generating synergy. Synergy occurs when two opposing or different ideas come together to create a third idea that can achieve a better result than either of the two original ideas could have achieved on their own.

In the negative use of conflict we find that at critical junction points one or both sides decide to” dig in” and defend their idea to the exclusion of other ideas in order to create an impasse.

Ironically, many of the interventions needed to move from the negative side of conflict to the positive side come from the activities we engage in to create the positive side synergistic breakthrough ideas. However, to increase the possibility of success when moving away from a negative environment, the interventions must be introduced using specific skills and strategies which will be taught in this course.

Upon completion of this course you will be able to:

  • Define conflict and explain how it is both a catalyst for positive synergy and for negative impasse
  • Understand the parallel patterns of steps for conflict the catalyst and conflict the antagonist
  • Know the components of conflict
  • Understand how the “Elements of Risk” influence the ability to gain and use power
  • Learn about the different approaches to working with conflict and how they affect outcomes
  • Understand how the “gain” or “loss” interpretation given to a Triggering Event influences the direction of conflict to the positive or negative face
  • Know how to set the meeting and the agenda in a neutral manner and how to select a location that is conducive to the topic of conflict
  • Know how to set the ground rules for working with conflict
  • Define values and how they become the driving force under the surface conflict
  • Understand the relationship among Needs, Interests, their Options and Positions
  • Transition, reframe and convert non-negotiable position statements into negotiable statements of interest
  • Understand how to safely use brainstorming to Expand the solution options for a conflict
  • Use “idea blending” during brainstorming to create synergistic ideas that all participating parties can support
  • Understand how the “grief process” produces anger that leads to Impasse and what to do about it
  • Use nine different methods to settle an impasse
  • Select and use appropriate strategies for working with difficult people
  • Narrow down the selection of idea options by running them through the capabilities, constraints, expectations and requirements filter
  • Use consensus building to generate solutions, resolutions and agreements that are acceptable to all participants
  • Know the characteristics of good agreements
  • Practice using real life case studies created during the session

Course Content

  • Objectives
  • Introduction
  • Definition
  • Conflict Model – Two Faces
  • Process Overview – Skill Sets and Strategies
  • Components of a Conflict
  • Elements at Risk: Substance, Relationship, Personal, and Process
  • Approaches to Conflict Resolution
  • Step 1 – Triggering Events
  • Step 2 – Conflict Clarification versus Conflict Positioning
  • Step 3 – Expansion versus Escalation
  • Step 4 – Synergy versus Impasse
  • Step 5 – Options
  • Step 6 – Selection versus Resolution
  • Step 7 – Agreement
  • Summary
  • Appendix
    • Fundamental Human Needs Defined
    • Enterprise (Business) Needs Defined
    • Active Listening Skills
    • Five Stages of Grief
    • Brainstorming Rules
    • Forms and Templates

Course Length: 2 days


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