Conflict Management and Resolution in the Workplace (Hybrid)

Duration: 4 hours, 30 minutes

Delivery Mode: Classroom Instructor Led (In-person and Virtual)

Who Should Attend: Organizational leaders, Supervisors, Team Leads, HR Professionals, New and emerging Managers

Certificate: Certificate of Attendance

Language: English

Refreshments: Light Breakfast, Snacks and beverages will be provided for in-person attendees during the session.

Course Overview

To effectively manage disagreements, participants will learn strategies to address disputes and disagreements in a positive, constructive manner and prevent issues from escalating. Through discussion and interactive activities, attendees will:

• Identify common sources and triggers of workplace conflict.
• Understand different conflict resolution styles and when to apply them.
• Develop skills for communicating effectively during disagreements.
• Learn techniques for managing difficult personalities and emotional situations.
• Increase awareness of cultural perspectives and communication differences.
• Build stronger working relationships with colleagues, managers, and teams.

Participants will learn to:

• Recognize the conflict - Identify the facts and people involved
• Manage the conflict - Apply avenues of resolution
• Resolve the conflict - Through collaboration or compromise

Participants will gain valuable techniques for managing difficult conversations, responding to emotionally charged situations, and navigating cultural differences that can contribute to misunderstandings. By the end of the session which involves real-life examples, participants will be better equipped to address challenges with confidence, professionalism, and respect; creating a more collaborative and positive work environment.

Course Modules

1. Conflict Is

• A normal inescapable part of life
• A periodic occurrence in any relationship
• An opportunity to understand opposing preferences and values and to dispel myths

2. How Well Do You Communicate During Conflict?

3. Conflict Escalation

• Polarization
• Open Hostility
• Enemy Images
• Dialogue is abandoned
• The Problem Expands
• Personification
• Disagreement

4. Causes of Conflict in the Workplace

• Poor Management
• Inadequate Training
• Unclear Job Roles
• Poor Communication
• Poor Work Environment
• Lack of Equal Opportunities
• Unclear Expectations
• Appraisals or Pay Systems
• Unfair Treatment
• Significant Changes to Reporting Structures
• Bullying and Harassment

5. Being Open to Other Perspectives

• Gather information
• Listen Objectively
• Commit to Building and Understanding
• Agree on Solutions – Direct Action
• Plan next Steps

6. Group Assignment

• Brainstorm to Generate Possible Solutions
• Evaluate later, NOT NOW
• Do not criticize any suggestion
• Provide feedback with reflective listening
• Write down all ideas suggested
• Come up with a resolution

7. Debrief Group Assignment

8. Conflict Management Strategies

• Listen Objectively and Fairly Identify Source of Conflict
• Require all Parties to Focus on the Current Issue
• Attempt to get Agreement for Resolution
• Monitor Situation
• Direct Action, If Necessary

9. A leader must Resolve Conflict

10. Wrap up: Q&A

• Evaluations
• Optional Dialogue with FIU Jorge Perez Metropolitan Center Researchers/Trainers

Should you need an ADA accommodation to participate in a University event, program, or activity or need to request materials in an accessible format, please contact FIU’s Office of Civil Rights (OCR) at 305-348-2785 or [email protected]. All requests for ADA accommodation or accessible materials for this event must be submitted to OCR at least seven (7) business days prior to the event or at the earliest possible opportunity.

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