Phoenix TS

Constructive Conflict Resolution Training

Course Overview

This 2-day, instructor-led course is geared towards managers who want to better understand organizational politics and effectively communicate and discipline their employees. This training will address:

  • Effective workplace communication
  • Managing conflict because of frustrated customers


Constructive Conflict Resolution Training

9/27/21 - 9/28/21 (2 days)

8:30AM - 4:30PM EST

Tysons Corner, VA
10/04/21 - 10/05/21 (2 days)

8:30AM - 4:30PM EST

Columbia, MD
10/04/21 - 10/05/21 (2 days)

8:30AM - 4:30PM EST

11/09/21 - 11/10/21 (2 days)

8:30AM - 4:30PM EST

Tysons Corner, VA
11/15/21 - 11/16/21 (2 days)

8:30AM - 4:30PM EST

Columbia, MD
11/15/21 - 11/16/21 (2 days)

8:30AM - 4:30PM EST


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Course Objectives

  • Understand what conflict is and how it can escalate
  • Understand the types of conflict and the stages of conflict
  • Recognize the five most common conflict resolution styles and when to use them
  • Increase positive information flow through non-verbal and verbal communication skills
  • Develop effective techniques for intervention strategies.
  • Become more confident of your ability to manage conflicts to enhance productivity and performance

Course Outline


Defining Conflict

  • What is conflict
  • Positives and negatives of conflict

Types of Conflict

  • Inner conflict
  • Interpersonal conflict
  • Group conflict

Open vs Hidden Conflict

  • Overt conflict
  • Hidden, suppressed, or covert conflict

Spontaneous and Reflective Behavior

The Johari Window

  • Understanding the Jahari Window
  • My Window
  • Case study: Spontaneous and reflective behaviors

Stages of Conflict

  • Five stages of conflict
  • Another version of of the conflict process
  • Conflict outcomes
  • Strategies for dealing with conflict

Creating a Win/Win

  • Max and Robin

Conflict Resolution Style Questionnaire

  • The questionnaire
  • Scoring
  • The Conflict Grid
  • Pros and cons

The Role of Communication in Conflict Resolution

  • The Communication Chain
  • Other barriers
  • Establishing positive intent

Active Listening Skills

  • Tips for becoming a better listener

Paraphrasing Skills

  • What is paraphrasing?
  • Pairs exercise
  • Demonstrations

Powerful Questions

  • Asking questions
  • Probing techniques

Body Language

  • Your message
  • Aspects of non-verbal language

The Conflict/Opportunity Test

  • The Conflict/Opportunity test
  • Skills test

Helping Others Through Conflict

  • Preparing for conflict
  • Conflict resolution with facilitation
  • Role play
  • Setting norms
  • Coaching conflict
  • Managing your emotions

Constructive Conflict Resolution Training Resources

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