Onsite Course Description

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Conflict Resolution

Length
1 day

Overview

This course provides a simple, but highly effective, four-step model that enables you to reduce the emotional charge in any conflict situation by keeping the communication focused and productive.

You’ll learn how to surface hidden agendas with proven techniques that encourage openness and trust. You’ll apply these techniques to your own work-related conflict situations and learn how to produce more effective results.

Key Topics

  • Why conflict is important
  • Understand the conflict management model
  • Overcome blocks to effective listening
  • Separate observations from interpretations
  • State verifiable data
  • Discover unchecked assumptions
  • Know the outcome you want
  • Recognize supportive versus defensive communication
  • Set the stage for collaborative communication
  • Co-create options and build buy-in
  • Apply the four-step process to manage any conflict


Reviews

The tools and practice for separating observation, interpretations, feelings, needs were invaluable. Very well done
– Juniper Networks, Business Process Manager

The instructor’s examples for conflict resolution were real. I was able to relate to the issues. The theme of recognizing feelings (mad, sad, scared vs. happy) was very powerful to help resolve conflict.
– Juniper Networks, Sr. GTM Finance Manager


Key Topics

  • Why conflict is important
  • Understand the conflict management model
  • Overcome blocks to effective listening
  • Separate observations from interpretations
  • State verifiable data
  • Discover unchecked assumptions
  • Know the outcome you want
  • Recognize supportive versus defensive communication
  • Set the stage for collaborative communication
  • Co-create options and build buy-in
  • Apply the four-step process to manage any conflict

Key Topics

  • Why conflict is important
  • Understand the conflict management model
  • Overcome blocks to effective listening
  • Separate observations from interpretations
  • State verifiable data
  • Discover unchecked assumptions
  • Know the outcome you want
  • Recognize supportive versus defensive communication
  • Set the stage for collaborative communication
  • Co-create options and build buy-in
  • Apply the four-step process to manage any conflict


Reviews

The overall content was well presented and application on this is not bonded to work only and can be applied to life. This course will not only help on work but also in daily life.-Juniper-Kuala Lumpur, Service Manager

Evenly valuable across the entire session. We should promote this training for senior leadership as well.– Juniper-Tokyo, Director, Systems Engineering


Key Topics

  • Why conflict is important
  • Understand the conflict management model
  • Overcome blocks to effective listening
  • Separate observations from interpretations
  • State verifiable data
  • Discover unchecked assumptions
  • Know the outcome you want
  • Recognize supportive versus defensive communication
  • Set the stage for collaborative communication
  • Co-create options and build buy-in
  • Apply the four-step process to manage any conflict


Reviews

Identifying and classifying the conflicts and how to react for each category. It was a really good program, where I could really interpret what is conflict, which affects our day to day activity and how we could overcome this.Juniper-Bangalore, Manufacturing Engineer

Enjoyed the skill practice part. It helped to understand the points by enacting the real job like scenarios. It helps to tackle conflict like situations on the job on a daily basis. Gives good insight on solution centric approach for conflict resolution.– Juniper-Bangalore, Staff Engineer