Conflict can be useful in understanding the dynamics of those we regularly interact with, but when it continues unresolved, individuals can learn how to implement practical conflict resolution strategies to help form a more cohesive, productive workplace.
Click on each title to view details.
Delivered by David D. Knapp, PhD
Conflict in the workplace is inevitable; however, that is not necessarily a bad thing. If handled correctly, workplace conflict actually can lead to better decisions and stronger relationships among co-workers. Unfortunately, most conflict is NOT handled correctly, which is where this training comes in. Specifically, this highly interactive session uses the results of the Thomas-Kilmann Conflict Mode Instrument to teach participants practical conflict resolution skills that can be applied immediately.
Course Objectives
Upon completion of this program, participants will be able to:
- Identify the underlying sources of conflict and the patterns of conflict behaviors that create and worsen most workplace conflicts
- Leverage your individual conflict-resolution style strengths, while compensating for your individual conflict-resolution style weaknesses, as identified by the Thomas-Kilmann Conflict Mode Instrument
- Recognize and effectively apply the Five Modes of Conflict Resolution
- Apply specific conflict-resolution tips and techniques to more effectively resolve workplace conflict
Delivery
In-person or live webinar for your organization’s group.
Suitable for:
Groups of 5 – 25 participants. Larger groups can be accommodated.
Length
Two hours, half day, or full day.
Location
If delivered in person, the training will be held at your site or a venue rented by your organization.
Delivered by Kelli Oberndorf, MHA, CPC, CPF
Conflict is inevitable in the workplace. Competing priorities, interpersonal issues, and chaotic work environments can derail a team and send them spiraling into retention issues, passive-aggressive behavior, and unhealthy communication.
During this Conflict Resolution training session, leaders learn how to run an effective meeting and create a new way of operating on their team.
Course Objectives
Upon completion of this program, participants will be able to:
- Give every member of their team a voice
- Ask for commitments from each employee to make the team better
- Recognize and effectively apply the Five Modes of Conflict Resolution
- Create a new Operating Agreement that the manager can use in their daily management of their team
Team dynamics can be challenging even for the most experienced managers. Organizations that invest in improving team dynamics have more productive and profitable departments, higher employee satisfaction and retention, and improved company culture.
Delivery
In-person or live webinar for your organization’s group.
Suitable for:
Groups of 5 – 25 participants. Larger groups can be accommodated.
Length
Half day.
Location
If delivered in person, the training will be held at your site or a venue rented by your organization.
Delivered by Kari Knutson, MA
Many people dislike the thought of dealing with conflict and do anything they can to avoid it. However, conflict is quite common and is hard to avoid as it is a natural byproduct of engaging with other people, their ideas, and their needs in an authentic way. Instead of fearing conflict, participants can learn the skills that will help them see conflict for what it is, an opportunity to solve a problem.
Learning conflict resolution strategies can help participants to recognize their role in conflict, acknowledge and even appreciate differences in values and perspectives, focus on mutual interests, improve listening skills, and solve problems.
Another important aspect of learning about conflict is how it differs from bullying. Conflict is NOT bullying and knowing the difference between the two and having the skills and resources to address both effectively are imperative to creating a positive and safe environment.
Delivery
In-person or live webinar for your organization’s group.
Suitable for:
Groups of at least five participants; no maximum size limit.
Length
Two hours, half day, or full day.
Location
If delivered in person, the training will be held at your site or a venue rented by your organization.
Delivered by Kelli Oberndorf, MHA, CPC, CPF
Every company that is client/customer facing wants to deliver exceptional customer service and ensure each customer is happy when working with your organization. However, conflict with customers can derail goals, productivity, and team morale, and impact your reputation. Understanding the dynamics of customer conflict, learning how to communicate with upset customers, and finding practical resolution can get projects back on track to improve both the customer and team experience.
In this training, we dive into conflict resolution strategies by giving your team practical tools that help them:
- Identify customer issues
- Address the issues in a positive, productive, and professional way
- And shift from a Problem-Oriented perspective to a Solution-Oriented one!
Delivery
In-person or live webinar for your organization’s group.
Suitable for:
Groups of 5 – 25 participants. Larger groups can be accommodated.
Length
Two hours, half day, or full day.
Location
If delivered in person, the training will be held at your site or a venue rented by your organization.
Delivered by Kari Knutson, MA
Dealing with difficult people is something that most of us face at one point or another. An interaction with a co-worker, supervisor, or customer just isn’t going as smoothly as it could be, someone in our circle of family or friends is making things difficult, we find it hard to communicate effectively or keep our emotions in check, we become frustrated or outright angry. Sometimes it’s a one-time conversation; other situations evolve into a pattern of dysfunctional behaviors and communication that seems next to impossible to break out of.
This practical, hands-on session addresses the dynamics that come into play when personal or professional interactions are difficult. It will focus on how to manage a variety of difficult relationships, mitigate conflict, and intentionally create work cultures where people can be successful.
Participants will be able to identify and describe the seven types of difficult people, demonstrate ways to mitigate and reduce conflict, give examples of how to create a supportive work culture, and compare different techniques to improve communication. Participants will also leave with tips and strategies to reduce conflict and build stronger, more effective relationships.
Delivery
In-person or live webinar for your organization’s group.
Suitable for:
Groups of at least five participants; no maximum size limit.
Length
Two hours, half day, or full day.
Location
If delivered in person, the training will be held at your site or a venue rented by your organization.
Delivered by David D. Knapp, PhD
This combination course teaches participants how to identify the underlying sources of generational conflict and practical conflict resolution skills that can be applied immediately. It includes lessons on navigating difficult conversations, a crucial component of managing conflict.Participants will be able to understand the nature of difficult conversations from a generational perspective and what it takes to handle them; apply best practices for preparing, initiating, and delivering the conversation; and discover how to generate solutions and bring the conversation to a close.
Course Objectives
Upon completion of this program, participants will be able to:
- Identify the underlying sources of generational conflict and the patterns of conflict behaviors that create and worsen most workplace conflicts
- Recognize and effectively apply the Five Modes of Conflict Resolution
- Apply specific conflict-resolution tips and techniques to more effectively resolve generational conflict in the workplace
- Understand the nature of difficult conversations stemming from generational differences and what it takes to handle them
- Identify the seven stages of handling difficult conversations
- Use empathy in a way that minimizes negative responses and strengthens relationships
- Apply best practices for preparing, initiating, and delivering the conversation
- Discover how to generate solutions and bring the conversation to a close
Delivery
In-person or live webinar for your organization’s group.
Suitable for:
Groups of 5 – 25 participants. Larger groups can be accommodated.
Length
Two hours, half day, or full day.
Location
If delivered in person, the training will be held at your site or a venue rented by your organization.Delivered by Melissa Leland, MS
Historically, the word “conflict” has negative connotations, including some seeing conflict as intimidating and uncomfortable interaction. Our outlook on conflict impacts how we address conflict, including avoidance, dialogue, or aggressive communication.
This module will present a different perspective of conflict, including viewing it to achieve shared desired results, despite difference in opinions, limited resources and managing pressures. In addition, part of the role of a leader is to help others resolve conflicts in a professional manner to achieve a desired outcome. During the course we will share prior experiences, work through relevant scenarios, roleplay conversations and create a plan to address or facilitate resolving an existing conflict.
Delivery
In-person or live webinar for your organization’s group.
Suitable for:
Groups of 5 – 25 participants. Larger groups can be accommodated.
Length
Two hours to half day.
Location
If delivered in person, the training will be held at your site or a venue rented by your organization.
Conflict can be useful in understanding the dynamics of those we regularly interact with, but when it continues unresolved, individuals can learn how to implement practical conflict resolution strategies to help form a more cohesive, productive workplace.
Click on each title to view details.
Delivered by David D. Knapp, PhD
Conflict in the workplace is inevitable; however, that is not necessarily a bad thing. If handled correctly, workplace conflict actually can lead to better decisions and stronger relationships among co-workers. Unfortunately, most conflict is NOT handled correctly, which is where this training comes in. Specifically, this highly interactive session uses the results of the Thomas-Kilmann Conflict Mode Instrument to teach participants practical conflict resolution skills that can be applied immediately.
Course Objectives
Upon completion of this program, participants will be able to:
- Identify the underlying sources of conflict and the patterns of conflict behaviors that create and worsen most workplace conflicts
- Leverage your individual conflict-resolution style strengths, while compensating for your individual conflict-resolution style weaknesses, as identified by the Thomas-Kilmann Conflict Mode Instrument
- Recognize and effectively apply the Five Modes of Conflict Resolution
- Apply specific conflict-resolution tips and techniques to more effectively resolve workplace conflict
Delivery
In-person or live webinar for your organization’s group.
Suitable for:
Groups of 5 – 25 participants.
Length
Two hours, half day, or full day.
Delivered by Kelli Oberndorf, MHA, CPP, CPF
Conflict is inevitable in the workplace. Competing priorities, interpersonal issues, and chaotic work environments can derail a team and send them spiraling into retention issues, passive-aggressive behavior, and unhealthy communication.
During this Conflict Resolution training session, participants learn how to run an effective meeting and create a new way of operating on their team.
Course Objectives
Upon completion of this program, participants will be able to:
- Give every member of their team a voice
- Ask for commitments from each employee to make the team better
- Recognize and effectively apply the Five Modes of Conflict Resolution
- Create a new Operating Agreement that the manager can use in their daily management of their team
Team dynamics can be challenging even for the most experienced managers. Organizations that invest in improving team dynamics have more productive and profitable departments, higher employee satisfaction and retention, and improved company culture.
Delivery
In-person or live webinar for your organization’s group.
Suitable for:
Groups of 5 – 25 participants.
Length
Two hours, half day, or full day.
Delivered by Kari Knutson, MA
Many people dislike the thought of dealing with conflict and do anything they can to avoid it. However, conflict is quite common and is hard to avoid as it is a natural byproduct of engaging with other people, their ideas, and their needs in an authentic way. Instead of fearing conflict, participants can learn the skills that will help them see conflict for what it is, an opportunity to solve a problem.
Learning conflict resolution strategies can help participants to recognize their role in conflict, acknowledge and even appreciate differences in values and perspectives, focus on mutual interests, improve listening skills, and solve problems.
Another important aspect of learning about conflict is how it differs from bullying. Conflict is NOT bullying and knowing the difference between the two and having the skills and resources to address both effectively are imperative to creating a positive and safe environment.
Delivery
In-person or live webinar for your organization’s group.
Suitable for:
Groups of at least five participants; no maximum size limit.
Length
Two hours, half day, or full day.
Delivered by Kelli Oberndorf, MHA, CPP, CPF
Every company that is client/customer facing wants to deliver exceptional customer service and ensure each customer is happy when working with your organization. However, conflict with customers can derail goals, productivity, and team morale, and impact your reputation. Understanding the dynamics of customer conflict, how to communicate with upset customers, and find practical resolution can get projects back on track can improve both the customer and team experience.
In this training, we will dive into conflict resolution strategies by giving your team practical tools that will help them:
- Identify customer issues;
- Address the issues in a positive, productive, and professional way;
- And shift from a Problem-Oriented perspective to a Solution-Oriented one!
Delivery
In-person or live webinar for your organization’s group.
Suitable for:
Groups of 5 – 25 participants.
Length
Two hours, half day, or full day.
Delivered by Kari Knutson, MA
Dealing with difficult people is something that most of us face at one point or another. An interaction with a co-worker, supervisor, or customer just isn’t going as smoothly as it could be, someone in our circle of family or friends is making things difficult, we find it hard to communicate effectively or keep our emotions in check, we become frustrated or outright angry. Sometimes it’s a one-time conversation; other situations evolve into a pattern of dysfunctional behaviors and communication that seems next to impossible to break out of.
This practical, hands-on session addresses the dynamics that come into play when personal or professional interactions are difficult. It will focus on how to manage a variety of difficult relationships, mitigate conflict, and intentionally create work cultures where people can be successful.
Participants will be able to identify and describe the seven types of difficult people, demonstrate ways to mitigate and reduce conflict, give examples of how to create a supportive work culture, and compare different techniques to improve communication. Participants will also leave with tips and strategies to reduce conflict and build stronger, more effective relationships.
Delivery
In-person or live webinar for your organization’s group.
Suitable for:
Groups of at least five participants; no maximum size limit.
Length
Two hours, half day, or full day.
Delivered by Randy Bauer, MBA
This program will help participants more effectively identify customer/client needs and concerns, better handle angry and demanding customers (particularly in situations where the representative must deliver potentially negative information), and present an image to the customer which commands courtesy, trust, and respect.
A combination of lecturettes, small group discussion, and group exercises makes this a meaningful, productive and exciting learning experience for all participants.
Course Objectives
Upon completion of this program, participants will be able to:
- Identify the needs and concerns of the customer
- Understand and manage angry and demanding customers
- Present an image that commands courtesy, trust and respect
- Use skills needed to stay calm under pressure
- Better understand the customer’s point of view
- Help the demanding customer find satisfaction
- Defuse potentially explosive situations
- Turn an angry customer into a responsive customer
Delivery:
In-person for your organization’s group.
Suitable for:
Groups of 5 – 25 participants.
Length:
Half day or full day.
Delivered by Randy Bauer, MBA
Participants in this workshop will learn proven techniques and methods that can be used to more effectively handle difficult people. Everyone will be actively involved in the learning process to assure that skills gained in the seminar can be put to immediate use.
Course Objectives
Upon completion of this program, participants will be able to:
- Understand why people become difficult
- Remove barriers to effective communication
- Effectively get their point across to difficult people
- Defuse potentially explosive situations
- Disagree without becoming argumentative
- Offer criticism without generating resentment
- Keep their cool when someone is being abusive
- Influence others to behave responsibly
- Develop an action plan to handle difficult people
Delivery:
In-person for your organization’s group.
Suitable for:
Groups of 5 – 25 participants.
Length:
Half day or full day.