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From Conflict to Resolution: Managing and Mediating Conflict at Work


Conflict can be a positive resource if you have the right resolution skills. Learn how to examine causes of conflict (both organizational and interpersonal), explore how to manage our emotions and respond effectively in challenging conversations.


Using real cases and video clips, we'll deconstruct clashes of style and even supersensitive clashes of values. The special case of conflict between teams will also be addressed, along with how to achieve great problem solving using dialogue, rather than debate. The special skills of mediating a peer conflict will be reviewed to enable both supervisors and colleagues to assist others to find resolution without damaging relationships.

Discover how to recognize a wide range of conflict causes including clashes of style and of deeper values. Learn how to remain assertive, rather than aggressive or passive, during difficult interpersonal encounters, and facilitate a challenging meeting. Explore mediation skills that can be used by anyone to help individuals find solutions.

Program Agenda
• Sources of conflict; organizational and interpersonal
• Identifying clashes of values and what to do about them
• Managing our natural defensive reactions to conflict
• Interrupting victim, villain and helpless stories
• From Conflict to Resolution - the process in detail
• Being assertive, not aggressive or passive
• Recognizing when NOT to give advice
• Using three ground rules for most conflict situations
• The art of feedback; when and when not to ask for change
• Setting team operating guidelines for conflict resolution
• Using dialogue rather than debate for effective decision making
• Extended video case analysis
• The role of listening in conflict resolution and advanced listening skills
• Five different approaches to conflict and when to use them
• Mediating conflict between peers

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Benefits and Learning Outcomes

  • Recognize both organizational and interpersonal causes of conflict
  • Strategize when to compromise, confront, avoid or collaborate
  • Manage defensiveness in ourselves and others when emotions run high
  • Utilize advanced listening skills to encourage effective problem solving
  • Give feedback without sacrificing standards or the relationship
  • Mediate a conflict between individuals using realistic steps

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Course Outline/Topics

I. My Personal Development Plan
A) Quotes on Conflict
B) Session Outline and Objectives
C) Organizational Sources of Conflict
D) “Average American” Culture Values
E) Heuristics
F) Communication/Behavioral/Social Styles

II. Emotional Intelligence
A) Conflict Management
B) Dealing With Your Anger and Related Emotions
C) Listening Skills
D) Questions for Coaching
E) Conflict Resolution Method
F) Meeting Aggression With Assertion
G) Mediation Skills
H) Interpersonal Conflict Mediation
I) Questions for Mediation
J) Conflict Management Approaches
K) When to Use the Five Conflict Management Approaches
L) Constructive Feedback—Coaching
M) Common Forms of Defensiveness
N) Coaching Plan

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This program can be applied toward the:

Wed., Oct. 28
Location: UWM School of Continuing Education (Click link for directions)
Instructor: Laura V. Page
$345: Register by Wed., Oct. 14
$395: Register on or after Thu., Oct. 15 Discount Available
Enrollment Limit: 30
Program No. 5050-8189
Register Now
For more information, contact:
Jan Allen, Director, Business & Management,, 414-227-3219, 888-947-9947