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Conflict Resolution

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培训受众:

managers,supervisors,program managers project or group leaders,human resource professionals,internal consultants or facilitators,and all members of team oriented businesses.

课程收益:

We have all experienced the stress that comes from having unresolved conflicts with our co-workers. Conflicts that are ignored or resolved badly don´t go away--they cause people to feel resentful and to avoid each other. The effects on the company are a loss of productivity, absenteeism and turnover.

The Conflict Resolution Workshop goes directly to the heart of this problem. In it, mid-level managers and first-line supervisors learn Dr. Thomas Gordon´s model for resolving conflicts.

培训颁发证书:

PSB Consulting

课程大纲:

【WHAT PARTICIPANTS WILL LEARN】
That conflict is inevitable, unavoidable-even healthy. The existence of conflict is not the problem, but rather how it is resolved

* How to identify conflicts at work
* How to listen to others´ points of view for better understanding and improved work relations
* How to express needs and problems openly and honestly without blame, criticism or finger-pointing
* A proven six-step method for resolving conflicts so that needs (not competing solutions) get clearly identified and new, more creative solutions are found with group participation
* How to mediate disputes between team members

【HOW YOUR COMPANY WILL BENEFIT】

* Reduced time spent refereeing disagreements and conflicts between team members, freeing up time for productive work
* Reduced stress because problems and conflicts are faced and solved instead of ignored or avoided
* More openness because employees feel more comfortable bringing up their issues and working out their differences

【COURCE OUTLINE】

SESSION 1

* Introduction to the Conflict Resolution Workshop
* Win-Lose Methods of Dealing with Conflicts
* Identifying the Effects of Power
* The Coping Mechanisms: Fight, Flight or Submit
* The Behavior Window
* Problem Ownership
* Who Owns The Problem?
* The No-Lose Method for Dealing with Conflicts
* The Critical Requirements for Using the No-Lose Method for Resolving Conflicts
* The Six Steps of the No-Lose Method

SESSION 2
* 12 Roadblocks Worksheet
* Roadblocks to Communication
* Active Listening
* Practicing Active Listening
* Active Listening Observation Form
* Key for Practicing Active Listening
* The Conditions for Active Listening
* Common Errors in Active Listening
* Common Questions About Active Listening

SESSION 3
* Self-Disclosure with I-Messages
* Guidelines for Forming Confrontive I-Messages
* Practicing Confrontive I-Messages
* Confrontive I-Messages I Want to Send
* Shifting Gears with Active Listening

SESSION 4
* The Six Steps of the No-Lose Method (expanded version)
* Distinguishing Needs from Solutions
* No-Lose Conflict Resolution Worksheet
* No-Lose Conflict Resolution Worksheet (for later use)
* The Mediation Process
* Mediation Checklist
* No-Lose Conflict Resolution Worksheet for Mediation
* No-Lose Conflict Resolution Worksheet for Mediation (for later use)
* The No-Lose Model of Conflict Resolution
* The I-Message Model
* Conflict Resolution Workshop Evaluation

培训师介绍:

 
Ms Schaumann
Ms Schaumann is an experienced trainer who can train in a lot of topics, such as Conflict Resolution and Effective Communication, Leadership, Motivation etc. As an associate trainer of PSB Consulting, she trains not only in Singapore, but also other countries in Asia Pacific, as well as China.

Ms Schaumann was born in Germany and worked for a MNC, a medium-sized company and a non-profit organization before moving to Singapore in 1991. Ms Schaumann is the Managing Director of LS Executive Solutions and the Licensee and only Trainer for L.E.T. (Leader Effectiveness Training) and CRW (Conflict Resolution Workshop) in Singapore. She has been trained in the United States by Gordon Training International. Apart from L.E.T. and CRW, she also teaches ‘Effective Communication at Work’ and provides individual coaching. She is doing corporate training as well as teaching at the National University of Singapore (NUS).

Ms Schaumann holds a MEd Masters of Education (Leadership, Policy and Change) from Monash University, Melbourne. During her studies, she did a professional project on what motivates people at work.

Ms Schaumann has also been involved in teachers training programmes in Jakarta, Indonesia as well as with the Ministry of Education Language Centre in Singapore. Her research interest is Leadership and Motivation.

本课程名称: Conflict Resolution

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