Do you need the knowledge skills and abilities to determine the answers to these questions:

· What conflict is and how conflict happens
· How to intervene in conflict
· How people  react to frustration
· How people beliefs produce their behavior in conflict
· How people respond to interventions and why
· How people create collaboration out  of conflict
· What effects of how people react are
· How to decide what to do in a conflict
· How to determine the real causes of conflict and decide if what they believe is going on in the conflict is actually what is happening
· What the best strategy to produce the most desirable outcome is
· How to  get the best outcome in conflict
· How to problem solve in a collaborative way
· What to do if conflict is unavoidable and un-resolvable
· How to confront conflict confidently
· How to use a step-by-step process to manage conflict?

Do you need the skills to:
· Zero in on the real causes of conflicts
· Defuse conflicts before they create frustration, low morale, and poor work quality
· Understand why people respond as they do to conflict
· Determine if, when and how to deal with confrontations
· Communicate in a way that encourages openness, cooperation and agreement
· Initiate the conflict confrontation in a non-defensive way
· Negotiate disagreements using the best of five conflict resolution strategies 
· Size up any conflict situation and choose your most appropriate reaction 
· Keep cool under fire-express yourself in a calm, clear, and compelling way
· Deal with difficult situations and people positively

FROM CONFLICT TO COLLABORATION
 

COURSE OVERVIEW
Interpersonal conflicts many times simmer beneath apparently smooth running areas.  Left unchecked, they can boil over and destroy productivity.  In difficult confrontations, individuals need to be able to recognize and respond to conflict in a calm, consistent and informed manner.  
This program will provide tools and techniques to identify the different origins of conflicts as well as the types of conflicts encountered. Participants will be able to analyze conflicts and their causes - whether the conflict is the result of the system - rules or regulations over which they have no control, whether it is based on the process of interaction between the participants, the result of individuals’ verbal tone, language, manner dress, personal presentation, or the result of specific attitudes or behaviors. 
They will learn how to communicate appropriately to prevent conflict, to diffuse conflicts before they escalate, and to negotiate conflict to its resolution where conflict is unavoidable.  Each individual will explore their preferred strategies for resolving conflict, and understand the ensuing advantages and disadvantages. They will develop a repertoire of conflict resolution strategies. Finally, the participants will develop a practical problem solving approach.  This step-by-step process to manage conflict collaboratively will be applied specifically to their work experience.

COURSE BENEFITS:

· Zero in on the real causes of conflicts
· Defuse conflicts before they create frustration, low morale, and poor work quality
· Understand why people respond as they do to conflict
· Determine if, when and how to deal with confrontations
· Communicate in a way that encourages openness, cooperation and agreement
· Initiate the conflict confrontation in a non-defensive way
· Negotiate disagreements using the best of five conflict resolution strategies 
· Size up any conflict situation and choose your most appropriate reaction 
· Keep cool under fire-express yourself in a calm, clear, and compelling way
· Deal with difficult situations and people positively
 

COURSE OUTLINE:
WHAT IS CONFLICT? 
1. What Is Conflict?
2. How Do You Analyze Conflict and How it Happens?

WHAT IS THE CRISIS WE FACE DEALING WITH CONFLICT?
1. Conflict, Its Not All  Bad 
2. What are the Dangers and the Opportunities Presented by Conflicts

HOW DOES CONFLICT HAPPEN?
1. Analyze Conflict  and How it Happens 
2. The ABBC'S of Conflict – The Process of Conflict
3. A Awareness  Understand How You React to Conflict 
4. B Beliefs How Beliefs Produce You Behavior in Conflict
5. B Behavior  How You React and Why
6. C Consequences - What Are the Effects of How You React?
7. Whose Got the Problem?

A Awareness HOW DO YOU DECIDE WHAT TO DO IN A CONFLICT?
1. How Do You Confront Conflict in a Non-Defensive Way?
2. How Do You Determine the Types of Conflicts and How to Deal with Them?
3. How Do You Make Sure You Understand What is Going On?

B Beliefs HOW DO YOU KNOW WHAT YOU BELIEVE IS GOING ON IN THE CONFLICT IS ACTUALLY WHAT IS HAPPENNING?
1. What Do You Tell Yourself 
When It Feels Like Someone is Fighting You (Negative Interaction Cycles)
When You Don’t Know Their Intent- (Behavior Blindness)
When You Don’t Know If They Are In Personal Trouble (Impossible Situations)
When You Don’t Know If They are Malicious (Difficult People)  
When You Don’t Know If It’s a Personality Clash
2. What Can You Do? How Do You Determine What Is Really Happening?

B Behavior WHAT IS YOUR REACTION TO CONFLICTS?
1. What  Are Your Present Skills and Approaches to Resolving 
   Interpersonal Conflicts?
2. What Do You and Why You Do It? Does It Work?
3. What are the Different Strategies for Working With Conflict?
  Competing, Compromising, Collaborating, 
  Avoiding and Accommodating Styles 
4. What are the Advantages and Disadvantages of Each Approach?
5. What is the Best Strategy to Produce the Most Desirable Outcome
 
C Consequences HOW DO YOU GET THE BEST OUTCOME IN CONFLICT
1. How Do You Decide if the Conflict is Worth Confronting?
2. How Do You Initiate the Confrontation in a Non-Defensive Way
3. How Do You Dialogue To Make Easy for Others to Understand What You rethinking and Safe for Others to Respond?
4. How Do You Create Rapport, Respect, Tolerance in Controversial Situations?
5. What Are the Best Communication, Listening, and Negotiation Skills to Resolve Conflicts?
6. How Do You Communicate in a Way That Builds Rapport and Agreement?
7. Handle Do Handle the Very Difficult Confrontations and Verbal Attacks?
8. How Do You Motivate Others to Take Action While Lessening Their Resistance? 

HOW DO YOU PROBLEM SOLVE IN A COLLABORATIVE WAY?
1. How Do You Define the Problem, Generate Mutually Acceptable Solutions?
2. How Do Get Buy In To Implement Solutions?
3. How to Get From No to Yes?

WHAT DO YOU DO IF CONFICT IS UNAVOIDABLE AND UNRESOLVABLE?
How to Deal Successfully with Difficult People - Steamrollers, Negative Artists, 
Clams, Exploders, Know-It-Alls, Snipers, Indecisives. Hostile- Aggressive People

HOW DO YOU PUT THIS ALL TOGETHER?
How Do You Use A Step-By-Step Process To Manage Conflict?
How Do You Use the Conflict Review Card? Putting the ABBC”S to Work 

3. Upon completion of this training, participants will have gained the knowledge, skills and abilities to understand:

· What conflict is and how conflict happens
· How to use the ABBC process to intervene in conflict
· A Awareness  - how they react to frustration
· B Beliefs -how their beliefs produce their behavior in conflict
· B Behavior - how they react and why
· C Consequences - what the effects of how they react are
· How to decide what to do in a conflict
· How to determine the real causes of conflict and decide if what they believe is going on in the conflict is actually what is happening
· What the best strategy to produce the most desirable outcome is
· How to  get the best outcome in conflict
· How to problem solve in a collaborative way
· What to do if conflict is unavoidable and un-resolvable
· How to confront conflict confidently
· How to use a step-by-step process to manage conflict?
· How do you use the conflict review card

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