Workplace Conflict: How to Handle Disagreements, Difficult People, Tough Situations and Be Less Stressed

Poorly managed conflict costs organizations time, good employees and even customers. A CPP Inc. study found that 85% of employees experience conflict to some degree, spending on average about 2.1 hours a week dealing with it. This 60-minute workplace conflict resolution training shows how to turn that time into positive outcomes.

The question isn't whether conflict and difficult people can be avoided, but how to handle them well. You'll cover myths and facts about conflict, its constructive and destructive sides, the symptoms to watch for and the differences that cause it: perceptual, informational, procedural, goal, role and personality.

You'll then learn five conflict styles, six tips for lasting resolution and how to plan next steps.

• Identify the six main causes of conflict and which creates the most problems
• Explain the iceberg concept of conflict
• Define five conflict management styles and match each to different situations
• Recognize your own conflict style, from shark and turtle to teddy bear, fox or owl
• Stay calm and professional in the heat of the moment
• Use positive communication to reduce negative emotions, especially anger

• Myths and facts about conflict
• Conflict as both constructive and destructive
• The symptoms of conflict: what you see and hear
• The differences that cause conflict: perceptual, informational, procedural, goal, role and personality
• The iceberg concept of conflict
• Five conflict management styles and when to use each
• A real-world conflict and how it was resolved
• Six tips to resolve conflict positively so it sticks
• Keeping your cool and using positive language
• Next steps: action planning and implementation

Conflict is part of working with people who have different ideas, backgrounds, values and goals. Handled badly, it drains energy, polarizes people and reduces cooperation. Handled well, it improves communication, strengthens teamwork and leads to better decisions. The ability to manage conflict confidently is a valuable leadership skill.

It suits executives, HR leaders and professionals, chief learning officers, directors, project and operations managers, supervisors, team leaders and new managers.

CEO’s, COO’s, VP of Human Resources, Chief Learning Officer, Directors, Project Managers, Operation Managers and Supervisors, Team Leaders, Human Resources Professionals, New Managers, Supervisors

Marcia Zidle, the Smart Moves Coach, is a board-certified executive and career coach, business management consultant, and keynote speaker, with over 25 years of management, business consulting, and international experience in a variety of industries including health care, financial services, oil and gas, manufacturing, insurance, pharmaceuticals, hospitality, government and nonprofits.

 She has expertise in strategy and alignment; executive and team leadership development; social and emotional intelligence; employee engagement and innovation; career and organization change management; employee relations and talent management.
 
Marcia has been selected as one of LinkedIn Profinder’s top coaches for the past 7 years. Check out the 200 + LinkedIn articles she’s authored on Leadership, Management, and Human Resources topics that have facilitated organizations to leverage their leadership and human capital assets generating greater effectiveness and profitability.

Marcia’s claim to fame is as a world traveler having a multi-cultural spirit and perspective. She has lived as an expatriate with her family in Scandinavia and Australia. In fact, one of her children is an "Aussie". She’s traveled to over 30 countries throughout Europe, Middle East, Far East, and the South Pacific.