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Conflict Resolution: Getting Along in the Workplace


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Conflict Resolution: Getting Along in the Workplace is an essential competence for every business because conflict can happen in any workplace.

This course will teach participants the skills necessary to aid them in successfully resolving conflicts of all types, while enhancing performance and productivity. In this two-day Conflict Resolution training course, instructors will teach the basics of conflict resolution, how conflict can escalate, the types and stages of conflict, intervention strategies, and when to employ common resolution tactics.

Trainers can start delivering these tested strategies and confrontation tools immediately to those seeking conflict resolution skills. A one-time courseware purchase provides customizable training materials and unlimited print-on-demand privileges.Each package includes an instructor guide, student workbook, slides, assessments, and more.

How to Use This Guide

Session One: Course Overview

Session Two: Defining Conflict

What is Conflict?

Positives and Negatives

Session Three: Types of Conflict

Session Four: Open Conflict vs. Hidden Conflict

Session Five: Spontaneous and Reflective Behavior

Session Six: The Johari Window

Understanding the Johari Window

My Window

Case Study: Spontaneous and Reflective Behaviors

Session Seven: Stages of Conflict

The Five Stages of Conflict

Another Version of the Conflict Process

Conflict Outcomes

Strategies for Dealing with Conflict

Session Eight: Creating the Win/Win

Session Nine: Conflict Resolution Style Questionnaire

The Questionnaire


The Conflict Grid

Pros and Cons

Session Ten: The Role of Communication in Conflict Resolution

The Communication Chain

Other Barriers

Establishing Positive Intent

Session Eleven: Active Listening Skills

Session Twelve: Paraphrasing Skills

What is Paraphrasing?

Making Connections

Session Thirteen: Powerful Questions

Asking Questions

Probing Techniques

Session Fourteen: Body Language

Session Fifteen: Pre-Assignment Review

Session Sixteen: The Conflict/Opportunity Test

The Conflict/Opportunity Test

Skills Test

Session Seventeen: Conflict and Its Resolution

Visualizing Conflict

A Strategy for Conflict Resolution

Session Eighteen: Helping Others Through Conflict

Preparing for Conflict

Conflict Resolution with Facilitation

Setting Norms

Coaching Through Conflict

Managing Your Emotions

Recommended Reading List

Post-Course Assessment

Pre- and Post-Assessment Answer Keys

Personal Action Plan

Everything you need to deliver amazing training

Each courseware title is a trainers' kit that comes with the following course components:

Instructor Guide

Velsoft Instructor Guides are the core of each training course. Our Instructor Guides lay out the training in simple, easy-to-follow instructions. You can also customize the Instructor Guides in order to personalize your training.

Student Manual

Each Instructor Guide - for each course - is paired with a Student Manual that you can present to your participants. This customizable Student Manual gives each participant the ?student? version of the course you will be teaching.

Exercise Workbook

Velsoft offers an Exercise Workbook (also customizable) that is specific to the course you are offering. You can choose whether this is something you would like to present to your students.

Sample Files

Pre-made Sample Exercise Files are provided for use with the Lab Workbook so that you, as the trainer, do not have to prepare activity working files.

PowerPoint Deck

Courseware from Velsoft is designed to give you everything you need for use in the classroom or for your workshop. This includes the PowerPoint versions of all the courses, prepared for you in advance.

Quick Reference Guide

Quick Reference Guides are a favorite tool for trainers to provide to their learners. Each Quick Reference Guide summarizes the most important elements in each courseware title down to two pages.

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Make any changes you like including easily taking our branding off and replacing it with yours.

Unlimited Users

Train as many participants at your location as you like - forever!

Unlimited Printing Rights

Print-on-demand only what you need for as many participants with no limits.

No Annual Renewal Fees

One-off pricing. Never pay again to use the materials.


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