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Many people see conflict as a negative experience. In fact, conflict is a necessary part of our business and personal growth and development. The automotive industry is full of such cases, think of when you were trying to deal with an angry customer or trying to decide between two resolutions. However, conflict becomes an issue when the people involved cannot work through it. They become engaged in a battle that does not result in growth. When this type of conflict arises, negative energy can result, causing hurt feelings and damaged relationships. This course will give participants the tools that will help you resolve conflict successfully and produce a win-win outcome.
• What conflict is and how it can escalate.
• The types of conflict and the stages of conflict.
• The five most common conflict resolution styles and when to use them.
• How to increase positive information flow through non-verbal and verbal communication skills.
• Effective techniques for intervention strategies.
• Ways to manage conflicts to enhance productivity and performance.
• Defining conflict and types of conflict
• Spontaneous and reflective action
• The Johari Window
• Stages of conflict
• Conflict resolution style questionnaire
• The role of communication in conflict resolution (includinginformation on active listening, paraphrasing, asking questions, andbody language)
• The conflict/opportunity test
• Conflict and its resolution
• Helping others through conflict
Many people see conflict as a negative experience. In fact, conflict is a necessary part of our business and personal growth and development. The automotive industry is full of such cases, think of when you were trying to deal with an angry customer or trying to decide between two resolutions. However, conflict becomes an issue when the people involved cannot work through it. They become engaged in a battle that does not result in growth. When this type of conflict arises, negative energy can result, causing hurt feelings and damaged relationships. This course will give participants the tools that will help you resolve conflict successfully and produce a win-win outcome.
• What conflict is and how it can escalate.
• The types of conflict and the stages of conflict.
• The five most common conflict resolution styles and when to use them.
• How to increase positive information flow through non-verbal and verbal communication skills.
• Effective techniques for intervention strategies.
• Ways to manage conflicts to enhance productivity and performance.
• Defining conflict and types of conflict
• Spontaneous and reflective action
• The Johari Window
• Stages of conflict
• Conflict resolution style questionnaire
• The role of communication in conflict resolution (includinginformation on active listening, paraphrasing, asking questions, andbody language)
• The conflict/opportunity test
• Conflict and its resolution
• Helping others through conflict