I've got great people on this team. They just don't always get along. Sometimes I feel more like a referee than a manager.
A Leadership Series™ ESSENTIALS Course  Available as an online course or classroom workshop The classroom workshop is also available in Spanish

Diverse work teams can mean enhanced creativity with exceptional outcomes. It can also mean conflict as individuals bring different personalities and work styles to the table. Managing those differences quickly and effectively can mean the difference between a "bump-in-the-road" and lost productivity - a loss that can impact the entire organization.

• Sources of team member conflict
• Effective ways to resolving conflict
• Mismanaged agreement appearing to be conflict
• Positive and negative aspects of conflict

• Accept conflict as an inevitable part of all work situations and deal with it in order to maintain individual and team focus and productivity.
• Recognize the positive and negative impacts of conflicts and leverage conflict to everyone's advantage.
• Distinguish between the two major sources of conflict so that they it can be resolved fairly and effectively.
• Establish a cooperative atmosphere to resolve conflicts when they arise.

• Ask each team member to state problem
• Ask each team member to state other's view of problem
• Ask each team member to confirm accuracy of other's restatement
• Focus on objective facts, areas of mutual need or mutual goals
• Ask each to suggest solutions
• Bring both to agreement on specific steps to resolve conflict and set up time for review

Resolving Conflicts will enable managers and team leaders to:

• Accept conflict as an inevitable part of all work situations and deal with it in order to maintain individual and team focus and productivity.
• Recognize the positive and negative impacts of conflicts and leverage conflict to everyone's advantage.
• Distinguish between the two major sources of conflict so that they can be resolved fairly and effectively.
• Establish a cooperative atmosphere to resolve conflicts when they arise.

INTERNAL MEMO: “on your recent incident with ... I was really impressed to hear how you handled the situation. You "made my day" when I heard you were using the Conflict Resolution training as a guide to resolve the issue. I hope you don't mind if I share your success story at my next senior management meeting!”
- Dan Welsh, Operations Manager, Acadian Group

The online course and workbook together may be purchased for a
special "blended learning" rate

Facilitator Guide

• Complete instructions on how to conduct the workshop.
• Explanatory text for the trainer, sample trainer narrative, transcripts of video segments and facilitation notes.
• Facilitator Resource CD-Rom containing PowerPoint presentation, additional resources, and reproducible pages from the facilitator guide as well as entire participant workbook.

• Exercises, forms, skill practice aids, and a video synopsis
• Job Aids section with tools and resources for applying the skills learned in the workshop
• Memory Jogger Card providing a handy reminder of the workshop's skill points

• Introduction followed by a scenario displaying positive use of the three skill points discussed in the program
• Video segments focusing on modeling positive behaviors for skill practices
• Scenarios in both office and industrial settings

• Workshop 4 hours
• Online Training 1.5 hours
• Use as a Blended Learning session