Corporate Communication Training
 Dealing With Conflict and Confrontation
How to keep your cool, stand your ground and reach a positive solution
Conflicts are inevitable. Anger, grudges, hurt and blame are not. In fact, most of your conflicts can be resolved fairly easily. Even better, you can do
it in a way that actually benefits all concerned. This insight-packed training program will show you how.
Dealing With Conflict and Confrontation Business Training Course
Training Program Highlights
- The 2 primary reasons conflicts occur (and how to see them coming)
- Why people become enemies, and how to break the cycles that lead us to hostilities
- When conflict is good: 5 ways conflict can actually benefit you and your organization
- When conflict is bad: the 5 levels of escalation, and how to stop each from intensifying
- When it's OK to give in -- and when you should stand your ground
- How to "confront" people in a way that minimizes defensiveness and hostility
- The best way to balance being firm with being conciliatory
- Creative resolution: 3 surefire ways to break through impasses
- Best ways to deal with dirty tactics, such as back stabbing, lying and sabotage
- The 5 classic conflict-resolution strategies, and the pros and cons of each
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Product
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CODE
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Price
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Order
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Dealing With Conflict and Confrontation Video Facilitator's Guide
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C30117
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$149.95
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4 audiocassettes (4 hrs. 6 min.) Includes: 36-page workbook
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C10260
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$59.95
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Dealing With Conflict and Confrontation (CD-ROM)
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C338CD
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$89.95
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VHS -3-volume video set (3 hrs. 35 min.) Includes: 36-page workbook
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C20518
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$199.95
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Each additional workbook
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C30026
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$ 9.50
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Video
Volume I (Running time 1:13)
- Why conflict is inevitable, and a fresh, positive way to look at it
- How to determine if the "conflict" is really just a misunderstanding
- The two primary reasons conflict occurs (and how to see them coming)
- Position vs. Interest: a key to understanding and resolving conflict
- Why people become enemies, and how to break the behavior cycles that lead us there When conflict is good: five ways conflict actually benefits you and your organization
- When conflict is bad: the five levels of escalation, and how to stop each from intensifying Conflict suppression: the negative effects of sending conflict "underground"
- The five classic conflict
- Resolution strategies, and the pros and cons of each
- Using the "dual concern model" to resolve conflict successfully
- Unilateral strategies vs. Bilateral strategies:. Advantages and disadvantages
Volume II (Running time 0:59)
- What to do when someone refuses to discuss the issue (and what not to do)
- The least productive way to deal with conflict (and how to protect yourself if someone tries it on you
- How to deal with contentious tactics, including :
- manipulation, blaming, sarcasm, sulking, etc.
- one-upmanship, like making you wait, nitpicking, interrupting you-anything to get you flustered
- threats, both spoken and unspoken
- Ingratiation: how to deal with someone who...
- all of a sudden wants to be your friend
- makes promises that sound too good to be true
- Three simple ways to break impasses
- Ultimatums: the advantages (and dangers) of offering "if/then"
propositions
- When to give in--and when to insist
- When yielding to conflict may be your best alternative
Volume III (Running time 1:23)
- From conflict to problem solving: four steps that make it happen
- How to separate personal feelings from the problem you're trying to solve
- Three ways to get the other person invested in the problem-solving process
- How to prioritize concessions
- The best way to balance being firm with being conciliatory
- Looking to the future: how to keep the conflict from resurfacing
- Ten communication skills for effective problem solving
- Clarifying: the one work you must avoid when questioning your adversary
- Body language rules for effective problem solving
- How to help others resolve their conflicts (essential for managers and parents)
- Mediation: knowing when a third party is necessary
- Four ways a mediator can increase both parties' motivation to settle
Audio
Tape One Side One (running time 28:47) Side Two (running time 30:03)
- The critical distinction between disagreement and conflict
- Recognizing the difference between position and interests
- When the conflict is good. And when it is bad
- Conflict escalation--with friends like that, who needs enemies
Tape Two Side Three (Running Time 29:30) Side Four (Running Time 32:12)
- Five conflict resolutions strategies---the pros and cons of each
- Yielding---a true coping strategy
- Withdrawing---a unilateral, noncoping strategy
- Inaction---when doing nothing is the best course to choose
- Contending---six contentious tactics
Tape Three Side Five (Running Time 31:40) Side Six (Running Time 36:43)
- Dirty tactics---personal attacks, deceit and backstabbing
- Stopping the escalation--four reasons impasses end
- Problem solving---the best way to deal with conflict and confrontation
- The Four steps of problem solving---a proven step-by-step method
Tape Four Side Seven (Running Time 28:57) Side Eight (Running Time 29:28)
- Brainstorming solutions---developing a problem-solving partnership
- Getting the other party to problem solve with you when they don't want to
- Ten on-task communication rules for problem solving
- Mediation---the intervention of a third party
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