Conflict Management

• Welcome, Introductions and objective setting
• What do we mean by the term: Conflict Management”?
• Where and when does conflict happen?
• Our reaction to conflict
• Exercise: TheCommunicationBridge
• DVD: Window on the World of Difficult People
• How to avoid misunderstanding
• The 4 steps to effective Conflict Management

Conflict Resolution

• The Thomas Kilmann (TKI) Conflict Resolution Instrument
• The 2 types of communication
• Exercise: Building collaboration quickly and easily
• Exercise: A Trip to the Theatre!
• DVD The Ten Most Difficult Types
• The 4 results of every communication
• Exercise: Win as Much as You Can!

The Skills of Conflict Resolution

• The 4 behaviours that get results
• The Assertiveness Framework
• Exercise: I want to borrow your car tonight
• Questioning Skills
• Listening for results
• Beyond Listening

High Level Conflict Resolution

• The Emotional Intelligence Questionnaire
• Your EI Strengths
• Exercise: Would I lie to you?
• Dealing with liars
• Facilitating a dispute
• The Saboteur
• The Secret to dealing with people
• Exercise: The Pommelon

Change Management

• Change Exercise: The Ball
• Personal growth and change strategies
• The change curve
• The 5 stages of change
• Kotter’s 8 steps to effective change
• The Burning Platform
• Making change stick
• Change Exercise: Risk it!