Certificate in Workplace Communications:

Conflict Management

Agenda

Unit 1
Understanding Conflict
- Definition of conflict.
- The up side of conflict.
- Describe performance expectations related to conflict.

Unit 2
Understanding the Conflict Management Model
-Using the model
-Dialog for a conflict conversation

-When to take action and address a conflict situation

Unit 3
Conflict Management Case Studies
-Review of real world cases

-Analyze and evaluate the cases

Unit 4
Strategies for success
-Creating a standard of performance

-Creating your own dialog

-Applying the model

Course Objectives

  • Improve your ability to identify, address, and manage conflict situations.
  • Improve your effectiveness through understanding of the four steps for addressing conflict.
  • Understand why conflict is important and how it can enhance performance.

Course Outcomes

  • Understand when conflict is productive and useful for a team.
  • Learn how to identify and determine when to step in to resolve a conflict situation.
  • Understand how to communicate using the Conflict Management Model.
  • Understand how to create accountability for job performance.
  • Understand how to link employee behaviors to the job performance.
  • Learn how to be more effective in your relationships with your team.

Negotiation: Get What You Want

Course Outline
Unit 1
Introduction to the Negotiation
-Your natural bargaining style and how you can strengthen it
-Understanding winning - the hallmarks of a successful negotiation
-The steps to planning a successful bargaining process
-Knowing your power sources
-Balancing firmness and flexibility
Unit 2
Option Building and Boundary Setting
-Creating goals and priorities in the deal
-Creating bargaining boundaries
-How to build your options
-How to create better options for your opponent, without giving away what you value
Unit 3
Managing the Negotiating Process
-Managing the process
-Managing yourself
-Managing the other side
-Managing relationships
-Managing communication
Unit 4
Black Belt Skills
-Planning to give more and get more
-Developing a BATNA, knowing when to employ it
-Crafting the agreements and commitments
-Diverting tricky tactics and attempts at dirty dealing

Course Objectives

To provide beginning-to-intermediate level skill in planning and implementing a successful negotiation.

  • To give participants skills and knowledge that will foster confidence during the bargaining process.
  • To help participants recognize negative tactics so they will not be influenced in a way that derails an otherwise successful bargaining session.
  • To address the methods for bargaining in such a way that one can accomplish their key goals, while protecting and enhancing relationships for the future.
  • To introduce the skill set for maximizing the greatest possible win for each side, thereby leveraging opportunities for individual and mutual gain.

Course Outcomes

Upon successful completion of the course, you will

  • Possess the skills to plan a successful strategy for bargaining in most any situation.
  • Know tactics and strategies for win-win bargaining and other, less collaborative styles, when the situation calls for it.
  • Have the ability to recognize and antidote pressure tactics and other common ploys experienced negotiators might use to distract or derail you.
  • Have options for creating powerful alternative strategies when a deal falls through.
  • Know how to expand the options in a negotiation, so that you get more and give more.
  • Expand your knowledge of ways to create positive relationships, while meeting your needs and those of your constituents.

Using Personality Profiles for Better Work Performance

Course Outline

Unit1
Understanding the DiSC Profile
-Getting to know the four styles of the DiSC profile
-Dominance
-Influence
-Steadiness
-Compliance

Unit 2
Communicating effectively with each style
-Understanding preferences for communicating
-The most effective and influential communicators
-Knowing how to reach and be understood by others
-Insights into barriers that each style has,
-Clarifying detractors and enhancements for each style

Unit 3
Increasing your Success Part 1
-In depth analysis of the D and I behavioral styles from the DiSC profile
-Creating action plans for D and I styles

Unit 4
Increasing your Success Part 2
-Analyzing the other two behavioral styles from the DiSC profile: S and C
-Developing action plans for S and C styles

Course Objectives

  • Understand your behavioral tendencies.
  • Understand the impact of your behavior on others.
  • Understand how you perceive others.
  • Recognize how others perceive you.
  • Improve your communication with others.

Course Outcomes

  • Understand how to link employee behaviors to create the job performance you need.
  • Understand different types of motivation and rewards.
  • Understand the benefits of having your employees engaged.
  • Learn how to adapt your behavior to the needs of a situation.