Responding to Conflict: Strategies for Improved Communication

Program Description

Increase your success by proactively improving your conflict management skills.

Conflict in business is all too familiar—particularly under increased business pressures. Still, most of us lack basic conflict management skills. Rather than react to conflict on a purely emotional level, you can learn how to manage disputes and disagreements in a positive manner, or even avoid them altogether. This conflict management training will show you how to recognize the causes of interpersonal conflict. It emphasizes skills to help you critically evaluate conflict situations and then choose the appropriate strategies and tools to manage and/or resolve these conflicts. You’ll develop greater awareness of your emotional triggers and how to control them. In addition, you will learn how to continually action-plan around the implementation of your new skills.

How You Will Benefit

  • Recognize the underlying causes of conflict 
  • Map conflict using a five-step approach 
  • Identify ways to develop flexible responses to personal and professional conflicts 
  • Practice applying models, techniques and strategies to manage your interpersonal communication behaviors in conflict situations 
  • Implement strategies to improve your communication and effectively respond to conflict

Who Should Attend

Business professionals who want to expand their conflict management skills, understand their own emotions and behaviors when addressing conflict, and find productive ways to manage conflict.

Agenda

Developing Conflict Awareness

  • Recognizing the difference between disagreement and conflict 
  • Understanding the five levels of a conflict 
  • Exploring barriers to conflict management and resolution

Responding to Conflict 

  • Identifying your own feelings and actions in response to conflict 
  • Applying the P-U-R-R Model to demonstrate understanding
  • Utilizing the validating process 
  • Distinguishing between listening for thoughts and listening for feelings

The Role of Trust in Minimizing Conflict

  • Describing the 4 Cs as the cornerstones of building trust 
  • Knowing how trust is lost and regained, and how transparency validates trust 
  • Identifying interests behind positions

Conflict Strategies

  • Identifying your preferred strategies for responding to conflict 
  • Understanding the five conflict strategies 
  • Exploring appropriate strategies to minimize/manage conflict

Moving Beyond Conflict

  • Knowing why relationship conflict and content conflict should be handled differently 
  • Turning potential disagreements into discussion by applying the Model to Disagree 
  • Identifying and practicing assertiveness tools and strategies 
  • Detoxifying emotional statements and devising alternative ways to express the message

Dealing with Difficult Behavior

  • Explaining the difference between difficult people and difficult behavior
  • Understanding how to handle passive behavior 
  • Developing a strategy for handling passive or aggressive behavior

Mapping the Conflict

  • Mapping a conflict using a 5-step approach 
  • Exploring a given conflict from various "viewing points" 
  • Separating interests from positions in a specific conflict 
  • Selecting a conflict strategy appropriate to addressing a specific goal 
  • Implementing a chosen conflict strategy

Thunderstorms

  • Applying skills to address emotionally tense conflicts (called Thunderstorms) 
  • Using skills to address an intra-group conflict case study 
  • Planning for future development to effectively respond to conflict

Locations, Dates & Pricing

Pricing
# Location Date(s) List Member
0211500595

San Francisco CA

AMA San Francisco Center
11/20/2017 - 11/21/2017 $2345 $2095 Register
0211500600

Arlington VA

AMA Washington Area Center
12/04/2017 - 12/05/2017 $2345 $2095 Register
0211500596

Chicago IL

Summit Executive Centre
12/07/2017 - 12/08/2017 $2345 $2095 Register
0211500597

New York NY

AMA New York Center
12/18/2017 - 12/19/2017 $2345 $2095 Register
0211500603

San Francisco CA

AMA San Francisco Center
02/12/2018 - 02/13/2018 $2345 $2095 Register
0211500602

New York NY

AMA New York Center
03/01/2018 - 03/02/2018 $2345 $2095 Register
0211500601

Chicago IL

Summit West
03/26/2018 - 03/27/2018 $2345 $2095 Register
0211500608

Atlanta GA

AMA Atlanta Center
04/02/2018 - 04/03/2018 $2345 $2095 Register
0211500609

Arlington VA

AMA Washington Area Center
04/19/2018 - 04/20/2018 $2345 $2095 Register
0211500598

Saranac Lake NY

Virtual Meeting
05/07/2018 - 05/16/2018 $2195 $1995 Register
0211500610

New York NY

AMA New York Center
05/14/2018 - 05/15/2018 $2345 $2095 Register
0211500612

San Francisco CA

AMA San Francisco Center
06/14/2018 - 06/15/2018 $2345 $2095 Register
0211500613

Chicago IL

Summit West
06/21/2018 - 06/22/2018 $2345 $2095 Register

Prices are subject to change without notice. Discounts apply for groups of three or more people. Call for details. Federal government employees are eligible for special GSA pricing for many seminars.


If this course or the dates/locations listed do not have what you are looking for, then contact us and we will find it for you right away. It will save you a lot of time and energy finding it yourself.

AMA's Main Conference Centers

Seminars scheduled for the cities below are held at the locations listed. For location information for other cities in which AMA seminars are held please call or email for information.
  • New York

    AMA executive Conference Center
    1601 Broadway New York, NY 10019
    American Management Association (Located in the same building as the Crowne Plaza Hotel) 1601 Broadway On Broadway and 48th Street near Times Square. Entrance is on 48th Street.

  • Chicago

    AMA executive Conference Center (adjacent to the Marroitt O'Hare)
    8655 West Higgins Rd
    Chicago, IL 60631

  • San Francisco

    AMA executive Conference Center (located in San Francisco Marriott Hotel)
    55 Fourth Street 2nd Level
    San Francisco, CA 94103

  • Atltanta

    AMA Executive Conference Center
    1170 Peachtree Street Ne Cnr Peachtree & 14th (3rd Flr)
    Atlanta, GA 30309

  • Washington D.C.

    Arlington, Virginia
    2345 Crystal Drive, Suite 200
    Arlington, VA 22202

Register Now


Your Satisfaction Guarantee:

We stand behind our seminars with a 100 percent, iron-clad, money-back guarantee of satisfaction. If for any reason you’re not completely satisfied with the solid skills, the tips, tools and shortcuts, and the crucial information you receive during this workshop, we’ll refund your money in full. Every penny. Guaranteed!

Program Details

Hosted By
  • Seminar Number:

    02115

  • Length:

    2 Day(s)

  • Program Hours:


    Registration begins at 8:30 a.m.

  • CEU Credits:

    1.2

  • PDU Credits:

    12.0

  • PDU_L Credits:

    12.0

  • PDCS Credits:

    12.0

  • Lunch:

    Lunch is on your own.

  • Continuing Education:

    Continuing education credits may be recognized by your professional board. Contact your own board to find out what's required.

Bring a seminar to your site!

For information about bringing a course to your site please call 919-480-2550 or email the registry at eric@trainingregistry.com.