presents American Management Association Seminars
Responding To Conflict: Strategies For Improved Communication
Seminar No: 02115 -XNBB
CEU Credits: 1.8
Length: 3 days
Managing conflict is the key to career success in today's changing workplace!
In today’s workplace, issues such as increased team interaction and a shifting organizational structure are creating new conflict areas. That’s why it’s essential that you develop the communication skills to effectively handle conflict in a wide variety of workplace situations. And because conflict management is so vital for career success, you need to learn these skills now. AMA’s intensive three-day seminar is designed to help you do just that. This seminar focuses on the behavioral and "process-action" skills you can use to effectively handle conflict. Through team exercises, role plays, personal assessment tools and demonstrations combined with brief lectures, you’ll learn a strategic conflict management process that will help you respond constructively to different conflict situations. You’ll discover how to assess different kinds of conflict...develop outcome strategies for building better relationships with co-workers, customers, team members and supervisors...and get beyond the surface issues of
Attendees:
Business professionals who want to develop more flexibility in responding to conflict--and want to manage it in ways that build better relationships and opportunities for mutual gain.
How You Will Benefit:
- A better understanding of conflict
- An awareness of your feelings, attitudes and behavior—and how they work together in response to conflict
- The ability to communicate more confidently to build relationships and clarify misunderstandings
- The creation of a climate that encourages the expression of true feelings and goals
- Increased efficiency and productivity—model openness with individuals and teams
- The reduction of stress by learning to manage conflict constructively
- The development of a personal action plan for managing conflict through better communication
What You Will Cover:
- Recognize and assess the various causes of conflict--and the thinking, behavior and feelings that can escalate it
- Express emotions with more flexibility
- Establish a process for determining achievable outcomes--your roadmap to conflict management
- Identify your conflict "style" and how to manage it
- Give and receive criticism in ways that benefit you and build positive relationships
- Increase listening skills to de-escalate conflict and improve communication
Extended/Detailed Seminar Outline
Learning Objectives
- Develop a More Flexible Response to Conflict
- Identify and Manage Your Conflict Response Style
- Give and Receive Criticism in Ways That Contribute to Positive Relationships
Understanding Conflict
- Gain a Deeper and Broader Working Definition of Conflict
- Use Conflict as an Opportunity to Build Better Relationships and Collaborate Effectively with Others
Assessing the Conflict
- Identify the Origins of a Conflict
- Differentiate between Positions and Interests in a Conflict Situation
Outcomes-Your Road Map to Constructive Conflict Resolution
- Establish Outcomes as the First Step in Your Communication Strategy
- Develop a Step-by-Step Procedure for Setting and Achieving Outcomes
- Demonstrate Awareness of What You Really Want to Accomplish in a Conflict Situation
Identify Conflict Resolution-Styles and Strategies
- Identify the Thinking and Behavior of Your Predominant Interpersonal Style under Calm and Stressful Conditions
- Develop Effective Strategies in Responding to Different Styles
- Expand Your Repertoire of Stylistic Behaviors and Manage Responses with Greater Flexibility
Your Emotions-The Starting Point for Managing Conflict
- Develop More Awareness of Your Emotions
- Learn to Identify and Differentiate between Different Emotions
- Identify and Understand How Your Emotional Triggers Work
- Better Understand the Relationship among Your Thinking Patterns, Feelings, and Behavior in Conflict
Criticism
- Self-Criticism
- Responding to Criticism from Others
- Offering Criticism to Others Regarding Their Behavior
Building Trust and Demonstrating Understanding
- Determine What Kind of Listener You Are
- List Skillful Listening Techniques
- Demonstrate Skills to Build Rapport
Overcoming Conflict through Improved Communication
- Differentiate among the Four Communication Styles
- Use Guidelines to Achieve Assertive Communication
- Demonstrate the Key Components of Verbal and Nonverbal Behavior
- Set Goals to Achieve Desired Verbal and Nonverbal Communication Style
Putting It All Together
- Reference a Six-Step Conflict Management Model
- Experience Analyzing a Real Conflict Situation
Activating Your Will, Directing Your Energy-Your Personal Action Commitment
- Describe Ways and List Next Steps to Move beyond Wishing for Change by Activating Your Will
- Develop an Action Plan to Become a Better Communicator and Skilled Conflict Manager
Start and End times: first day - 8:30am-5pm, all other days 9am-5pm unless otherwise specified. Your registration confirmation notice will confirm the hotel/conference center for the seminar for which you registered. The information included on this page is all the information available on this seminar. Please use form below to register only. To request information that is not included above please send an email to
. Remember to specify the complete seminar number about which you are requesting information.
For information about bringing a course to your site please call 1-919-847-0331 or email the registry at
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** Online Registration & Fee Information ** Please use form below to register only. To request information that is not included above please send an email to
. Remember to specify the complete seminar number about which you are requesting information.
Select date/location & complete form below. Then, click on 'Send'
Additional Information:
After submitting your online registration you will receive registration confirmation and invoice within 7-10 business days. You may pay by credit card or check. Confirmation information will also include location and other pertinent course information.
Always state priority code XNBB to your customer service representative when registering directly by phone.
Note: Prices are subject to change without notice. To confirm the price of your session, select the session above and click “Send”. Discounts apply for groups of two or more people. Call for details. Federal government employees are eligible for special GSA pricing for many seminars.
AMA's main conference centers
Seminars scheduled for the cities below are held at the locations listed below. For location information for other cities in which AMA seminars are held please call or email for information.
New York
AMA executive Conference Center
1601 Broadway New York, NY 10019
American Management Association (Located in the same building as the Crowne Plaza Hotel) 1601 Broadway On Broadway and 48th Street near Times Square. Entrance is on 48th Street.
Chicago
AMA executive Conference Center (adjacent to the Marroitt O'Hare)
8655 west higgins rd
Chicago, IL 60631
San Francisco
AMA executive Conference Center is located in San Francisco Marriott Hotel
55 Fourth Street 2nd Level
San Francisco, CA 94103
Atlanta
AMA Executive Conference Center
Address: 1170 Peachtree Street Ne Cnr Peachtree & 14th (3rd Flr)
City, State, Zip: Atlanta, GA 30309
Washington, DC
Arlington, Virginia
2345 Crystal Drive, Suite 200
Arlington, VA 22202
If you are not paying via credit card, you will receive an invoice with payment instructions.
Cancellation Policy:
If you cannot attend a seminar you can contact AMA in advance to transfer to a future session, or you can send someone to take your place. If you need to cancel your attendance, AMA will give you a complete refund if you cancel more than three weeks before your seminar begins. To cancel, simply email us at
. If you cancel with less than three weeks’ advance notice, you will be liable for the entire seminar fee. Once your payment has been received, you may request a courtesy transfer to use at any future AMA seminar of equal or lesser length. The courtesy transfer must be used within one year of the date of your originally scheduled seminar. In fairness to all attendees, if you do not attend a seminar session for which you are confirmed and do not contact AMA to cancel in advance, you will be charged the entire seminar fee.
AMA grants courtesy transfers to people who cannot attend their scheduled sessions. You can use a courtesy transfer for any seminar of equal or lesser length than the original seminar. You must use your courtesy transfer within one year of the date of your originally scheduled seminar.
AMA guarantees the quality of our seminars. If, for any reason, you are not satisfied with a seminar for which you have paid, AMA will give you credit toward another seminar of comparable price or will refund your fee.
You can also register by emailing your registration information to us at
or calling us at 919-847-0331.