Equip your staff with the skills required to turn conflict into opportunity.

We have all experienced the stress that comes from having unresolved conflicts with our customers and co-workers.  Conflicts that are ignored or resolved badly don't go away-they cause people to feel resentful and to avoid each other.  The effects on the business are a loss of productivity, absenteeism and turnover.

COURSE OVERVIEW

This workshop will give participants a six step process that they can use and modify to resolve conflicts of any size.  Participants will also learn crucial conflict resolution skills, including dealing with anger and using the Agreement Frame.

• Understand what conflict and conflict resolution mean
• Understand all six phases of the conflict resolution process
• Understand the five main styles of conflict resolution
• Be able to adapt the process for all types of conflicts
• Be able to break out parts of the process and use those tools to prevent conflict
• Be able to use basic communication tools, such as the agreement frame and open questions
• Be able to use basic anger and stress management techniques