Conflict Resolution/Management

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  • 61 Request Info

    Accentuating the Positive Through Constructive Controversy

    This one-day skill-building participant-centered workshop uses interactive exercises to help the participants: recognize that conflict is essential to creativity, assess the pros and cons of five conflict management options; determine whether or not their characteristic response to conflict is appropriate and effective; review the four steps to constructive conflict management; assess the impact of prior conditioning on managing conflict; apply three problem finding techniques to determine the root cause of a conflict; identify the mutual interests of the parties to a conflict situation; and generate options for mutual gain.
  • 62 Request Info

    Beyond Customer Service.. Managing Confrontational Clients

    Basics of customer service, recognize and respond to different behavior styles using the DiSC™ Personal Profile System, develop strategies to stay calm and in control with an angry customer, learn how to recognize and de-escalate hostile situations. One day.
  • 63 Request Info

    Coaching for Success

    Gain a better understanding of why and how to use coaching through exercises, which enhance interpersonal, problem solving, and feedback skills. Use NTG as coach, through follow-up contact to keep your employees on track with the skills they learned.
  • 64 Request Info

    Conflict Resolution Skills & Techniques

    1. Introductions • Expectations/objectives including Workgroup/Team Goals 2. What is Conflict? What is Healthy Conflict, What is Unhealthy? • Typical problems encountered 3. Why Does it Happen? What’s the Value of Good Conflict? 4. Looking at Conflict – The Layers of an Issue • What’s going on? Why is this person so upset? What was threatened? What do they need? 5. Conflict Spectrum - Escalation of Conflicts/Issues – Differences, Discord, Dispute • Activity – Identify what’s happening at each of the three phases 6. LSI Conflict Style (management/resolution) Assessment • What’s your “conflict resolution style”? What about those of your peers? • Activity – Review style types & Discussion 7. Group Exercise 8. Process of Behavior Change 9. Why People “Don’t Do What You Want Them to Do” 10. How People React and Interact 11. Diagnosing Conflict 12. Ideas for Managing & Resolving Conflict
  • 65 Request Info

    Dealing with Difficult People

    This course is designed to provide you with strategies and tools for dealing with individuals you manage that present hard-to-work-with behaviors.