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Communication & Conflict Resolution

Participants learn how to build productive work relationships by using effective communication skills and work toward collaboration, and identify conflict triggers and strategies to help avoid or manage a potential conflict. Participants will also discover strategies for working with difficult people and how to better manage responses, especially in stressful situations. 

TOPICS

Communication

  • Determining your communication style

  • 4 types of communication

  • 2 dimensions of communication style

  • Communication style strengths and trouble spots

  • Interacting with other communication styles

  • Assessment: What's My Communication Style?

Conflict

  • Understanding conflict

  • Practicing conflict resolution

  • Development planning

  • Understanding 10 typical conflict situations

  • Assessment: Conflict Strategies Inventory

GOALS

  • Identify the importance of communication skills in building effective work relationships

  • Describe the obstacles that impact communication within an organization

  • Demonstrate how to effectively send and receive messages to achieve collaboration

  • Understand the importance of effective listening

  • Use appropriate questioning techniques

  • Describe a process for resolving conflict

  • Practice resolving conflict situations