What To Do When Conflict Happens

No one likes to deal with conflict, but the truth of the matter is that we must. Problems that aren't dealt with tend to fester and spread into other areas and relationships.

This program acknowledges that it's difficult to confront someone who--in our opinion-- is behaving in a way that is disruptive, unprofessional or self-serving. It presents a simple 4-step approach that helps individuals collect their thoughts and initiate resolution in the most productive way possible.

What to Do When Conflict Happens introduces the C.A.L.M. model:

What makes the C.A.L.M. approach unique is the first stage - CLARIFY, where employees step back and think. They rationally examine what's happening, why they feel the way they do, what the other person might be feeling and what to keep in mind as they address the issue.

All four stages of the model are depicted in the video program while various stories, set in a variety of workplaces, play out.

An added vignette shows how to "scale back" the C.A.L.M. model when there isn't time to use the full approach.

Attitudes covered include:

 Confident - Behaviours covered include:

The benefits

Programme includes: DVD (21 minutes), Leader's Guide.

DVD Price: £599.00 + carriage + VAT

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Conflict Resolution (RSB)

Conflict is often perceived as being negative, destructive, and undesirable. Many people go to great lengths to avoid or deny conflict even when they acknowledge that it exists. This is because conflict is usually associated with fighting and the creation of a winner and a loser. Managers often deny or gloss over conflict in the workplace, under the misconception that conflict of any kind is a bad thing. However, conflict is a natural part of our lives: Individuals and groups within families, organizations, and nations have values, needs, feelings, and resources that differ from one another’s. These differences inevitably lead to conflict in families, groups, and whole societies.

This topic takes the view that if it is handled properly, conflict can highlight problems that need to be rectified, lead to new ideas and behaviour, enhance communication and foster better long-term relationships.

This Rapid Skill-Builder® shows you how to apply the following key action steps:

1. Defining the terms of any dispute, establishing overall aims and appreciating the ground rules for dealing with the conflict

2. Determining the overall boundaries or limits of the conflict helps to establish how much negotiating room you have and what resolution goals you should be setting

3. Developing ideas, options and possibilities helps to broaden the options available to you to resolve the conflict

4. Describing a variety of resolution propositions and offers in clear terms helps the other party in the dispute to engage in negotiation

5. Disclosing your negotiating room and making realistic compromises helps to discuss what is agreed rather than what is in dispute

6. Deciding common outcomes and points of agreement allows both parties in the dispute to reach a positive conclusion and determine the need for future meetings if there are still issues which need resolving.

Rapid Skill-Builder Mechanics and Components

Each topic in the Rapid Skill-Builder series operates in the same way with a number of elements for both the facilitator and the participants:

1 DVD Programme (around 20 minutes in length)

The DVD programme on disc 1 provides around 20 minutes of explanatory material in four sections (although the disc can be paused at any stage according to facilitator or participant needs). It also contains four vignettes, each with an inadequate or negative response, then again with a positive or more suitable response. These aim to practically illustrate skills that have been described in theory. There are a number of sections introducing and discussing the topic, and the DVD ends with a summary of the main points.

1 copy of the 42-page Facilitator’s Guide

The Facilitator’s Guide contains information for the facilitator to use in preparation for and during the training itself. There are scripts of the video scenes, discussion topics to raise (and suggested responses), group exercises, and further background to the topic. After each video vignette, the facilitator’s guide highlights the theory that surrounding the negative and positive scenes, to allow the facilitator to discuss this further with the participants.

10 copies of the 12-page Delegates’ Workbook

The 12-page Delegates’ Workbook provides program participants with an overview of the topic in six stages. These six stages correspond to the model used in the Action Template shown on the back page. This resource can be easily read ahead of or during a workshop session by participants and also serves as a convenient ready-reference guide to take away after the workshop is over. During the training session, participants discuss - and can complete exercises - within the delegates’ workbooks. Additional copies of the workbooks can be purchased from IOL(UK) Limited if required.

1 CD containing Presentation Material

Accompanying the DVD is a 16/17 slide presentation in Flash format that summarises key points from both the DVD. The Facilitator’s Guide has a number of exercises in which participants can engage. The presentation is scripted for facilitators so that even inexperienced trainers can use the material with minimal level of knowledge and preparation.

1 CD with additional resources and a PowerPoint presentation
 
10 ‘cue-cards’ for participants to take away

These small, pocket-sized colour cards containing all the theories and models discussed in the training session, so that your participants can take away the key points and refer to them at any time.

DVD Price: £895.00 + carriage + VAT