Conflicts and the right way to deal with them should be part of a company's normal activities in daily business. Conflicts are normal, not negative, and generate energy that will advance rather than hinder progress. Nonetheless, many people fear conflicts, which in organizations are ignored or swept under the carpet. Our programs will help you develop a healthy conflict culture in your organization. We help you develop the necessary skills to handle conflicts safely and professionally in future.
As an executive, you have to convey bad news. Or you are expected to take a position in a project that you personally cannot support. You experience negotiations aiming at a solution to a problem falter because colleagues are unwilling to budge from their unacceptable position. You cannot avoid giving negative feedback because of a colleague’s bad performance but you do not want to destroy your good working relationship with this person.
You may even be faced with criticism against yourself or your own performance. On the other hand, you might be called in to mediate between colleagues refusing to cooperate with each other. This may be the result of unjustified allegations, appointing blame or personal insults.
Our training “Difficult Conversations” makes you familiar with the reliable method of the “Harvard Conversation Project”. This method enables you to act confidently and sensibly in any difficult conversation. In the course of the training you can both prepare upcoming conversations and review unsatisfactory past conversations. This offers you more options in future situations of this kind, which benefits all parties involved.
The following topics will be covered:
- Specific preparation, taking your own emotions into account
- Entering into and conducting conversations following a clear structure
- Using your prepared conversation structure flexibly and adapting it to any situation
- Gaining an unapproachable person’s trust
- Dealing with tantrums and attacks and calming your partner
- Finding and maintaining your own confidence and balance
- Clearly conveying your dissatisfaction to your conversation partner
- Coping with divergent views
- Fostering mutual understanding
- Paving the way from discussion to problem solution
- Based on criteria, weighing risks and chances to assess if a conversation even has a chance of success
Conflict Management I - Solving Conflicts as Party involved
Increasing workloads, wider ranges and greater numbers of tasks, more pressure on performance – there are many reasons why you have to deal with more and more conflicts in your daily business. Here you observe how difficult it is to find sustainable solutions for conflicts. Out of fear conflicts and crises in relationships are often not addressed so they continu e to festerunder the surface and poison the work atmosphere. As a result many people are affected, possibly including even those who are not directly involved in the conflict itself. This training qualifies you to recognize arising conflicts in future, to address them, and to search for a solution together with your conflict partners.
The following contents will be covered
- How conflicts arise and what conflict triggers exist
- Causes and types of conflicts
- Understanding your own conflict behaviour
- Conflict analysis – conflict management – the process of negotiating a solution
- Using tools actively for conflict management
- Rating the stages of conflict escalation and how you can help (towards de-escalation)
- Developing strategies in dealing with conflicts and getting advice on finding solutions for your current conflicts
Conflict Management II - Facilitating Conflicts
As an executive – in the line or in a project – you repeatedly encounter situations of employees’ entering into conflicts with one another or at interfaces. The reasons for these conflicts are manifold. As soon as conflicts have reached a certain level of escalation, those involved are no longer able to solve them and a superior has to interfere. In this training we enable you to recognize conflicts at an early stage and use methods of intervention that make it possible to solve the conflict with the help of conflict conversations or facilitation.
The following contents will be covered
- Conflict analysis by applying diagnosis techniques
- Reasons for and types of conflicts
- Conflict escalation and – de-escalation
- Designing a conflict facilitation process
- Conversation techniques in conflict facilitation
- Creative intervention techniques for conflicts at the lower and medium stages of escalation