Setting the Stage for Healthy Conflict and Crucial Conversations

Presenter(s): Neil Ihde

Setting the Stage for Healthy Conflict (pdf)

It is a fact that if you combine people, a common environment, and enough time there will be conflict. It is not a possibility, but an inevitability. And how we handle conflict will go a long way in determining your personal and professional effectiveness. Your respect, reputation, and overall likability hangs on how you handle those tense, uncomfortable moments. We often times feel ill-prepared to handle disagreements, arguments, and differences of opinions. We may let our emotions get the best of us and say and do things we regret later. To handle conflict well, you need to build up a repertoire of responses that allow you to respond differently from our natural instincts.
In this course, we will explore perspectives on conflict, learn how to identify and harness our emotions in stressful situations, explore how to increase our emotional intelligence, and identify communication and behavioral techniques to handle conflict with others in a productive manner.

Objectives:

Perspectives on Conflict

• Views of conflict
  • Recognize the benefits that come from constructive conflict in one's personal and professional life
  • Characterize the negative view of conflict
  • Identify positive aspects of conflict
• Encouraging Healthy Differences
  • Recognize the benefits of encouraging healthy differences in the workplace
  • Determine how to promote a win-win solution
• Recognizing conflict
  • Recognize the benefits of identifying the signs of destructive conflict
  • Characterize the signs of friction which indicate conflict
  • Identify the characteristics of a environment which encourages healthy conflict

Emotional Intelligence

• Purpose of emotions
  • Recognize the importance of emotions
  • Match the physiological reactions to various emotions
• Managing emotions
  • Recognize the value of managing emotions
  • Identify the emotional effects of anxiety, worry, insecurity, and anger
• The source of emotional intelligence
  • Recognize the value of understanding where emotional intelligence comes from
  • Identify the reasons that belief systems develop
  • Identify ways that constructive thinking changes
• The impact of emotional intelligence
  • Recognize the importance of being emotionally intelligent
  • Identify the characteristics that contribute to emotional competency
• Becoming emotionally literate
  • Recognize the importance of being emotionally literate
  • Identify the problems caused by emotional illiteracy
  • Select methods that can be used to educate the emotions
• Self-management and control
  • Recognize the benefits of regulating and controlling one's emotions
  • Identify the skills that enable individuals to keep emotions and impulses in check
• Improving your emotional intelligence
  • Recognize the value of improving emotional intelligence
  • Sequence the chain of events that takes place between an event and a behavioral response
  • Identify the key areas of appraisal in judging the constructiveness or destructiveness of a reaction

Handling Conflict

• Your attitudes toward conflict
  • Recognize the benefits of examining personal attitudes to conflict
  • List the common factors that determine attitudes to conflict
  • Explore your preferred conflict style
  • Analyze the most effective approaches to handling conflict in a given situation
• Stages of conflict
  • Recognize the importance of comprehending the stages of conflict
  • Choose the events that may trigger conflict
  • Identify the behaviors of evading conflict
• Techniques
  • Distinguish between the different approaches for confronting conflict

CPE - 8 hours
Registration fee is $125 (includes lunch)
Registration opens at 7:30 AM. Class begins at 8:00 AM and ends at 5:00 PM.

Register	Date Offered	Location	Registration Deadline	Attendee List	Coordinator
	2/11/2009	La Quinta Tacoma 1425 East 27th Street Tacoma, WA (253) 383-0146	2/4/2009	Attendees	Jeff Christensen