Workshop Overview
Interest-based conflict resolution is a process in which people collaborate to find a win-win solution to their conflict.
Participants will learn and practice techniques for deescalating and resolving conflict. They learn how to effectively deal with an upset customer, resolve a business dispute, navigate team conflict, and respond to high-conflict people.
They will gain awareness of their role and responsibility in managing conflict, and build skills in communication, consensus building, negotiations, mediation, and creative problem-solving.
Key Outcomes
- Increase self-awareness
- Focus on constructive behaviours; deescalate conflict
- Model positive thinking and actions
- Structure conflict resolution process
- Listen to understand; speak to be understood
- Facilitate difficult conversations
- Negotiate strategically and fairly
- Collaborate on mutual benefit solutions
- Enhance important relationships
- Improve customer service
- Reduce cost of conflict
Agenda
- Conflict dynamics
- Constructive behaviours
- Effective communications
- Model for interest-based conflict resolution
- Exploring issues, positions and interests
- Perspectives taking
- Customer complaints
- Business disputes; b2b, b2c
- Workplace and team conflict
- High-conflict people
- Solution options analysis
- The role of apology
- Negotiating agreement
- 3rd Party facilitation of negotiation
Delivery Format
- 3-hour workshop
- Participatory; mix of activities and presentation
- Workbook handout included
Price
- $125 (regular price) per participant
- Based on minimum of 8 participants
Instructor
Ben Ziegler
