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Conflict Intervention
This course is valuable for anyone who must intervene when others
are in a conflict. It addresses how to assess the climate of a conflict
and understand the issues. There are methods to gather information,
neutralize the situation, clarify points of view, and define the
conflict. There are also techniques for brokering a win-win situation,
gaining commitment from all parties, and following through for complete
resolution.
The course covers such topics as
How to assess the climate of a conflict
Methods to help you set the stage for a positive outcome
Smart techniques to help you broker a resolution
Advice to help you follow up on the resolution
After completing this course the learner will be able to
Assess the climate
Set the stage
Broker a resolution
Follow up on the resolution
Conflict Intervention
Description
This course is valuable for anyone who must intervene when others
are in a conflict. It addresses
how to assess the climate of a conflict and understand the issues.
There are methods to gather
information, neutralize the situation, clarify points of view, and
define the conflict. There are also
techniques for brokering a win/win situation, gaining commitment
from all parties, and following
through for complete resolution.
Audience
This course addresses the training needs of all employees.
Prerequisites
None.
Course Duration
»
1. 5 hours
Topics Include
How to assess the climate of a conflict
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How to determine your role
»
Tools to help you understand the issues
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Ways to determine if the conflict will resolve itself
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Methods to identify costs and payoffs for all individuals
Methods to help you set the stage for a positive outcome
»
Tools to help you gather information
»
Techniques to help you neutralize the situation
»
Tips on how to clearly define the conflict
Smart techniques to help you broker a resolution
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How to promote a win/win scenario
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Techniques that will help you deal with hidden agendas
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Tools to enable you to interpret non-verbal cues
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Tips to help you obtain commitment from involved parties
Advice to help you follow up on the resolution
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How to encourage mutual respect among conflicting parties
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Methods to allow all parties involved to "save face"
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Tips to help you end on a positive note
Everything Courseware
Conflict Intervention
Objectives
After completing this course the learner will be able to
Assess the climate
»
Understand the issues
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Determine their role in resolving the conflict
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Measure costs and rewards
Set the stage
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Neutralize the situation
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Gather information
»
Define the conflict clearly
Broker a resolution
»
Promote a win/win scenario
»
Obtain a commitment
Follow up on the resolution
»
Encourage mutual respect
»
End on a positive note |
