RESOLVING CONFLICTS

Conflict left unchecked between team members might magically work itself out, but most of the time, it brews into a bigger problem. Sometimes, conflict grows to involve more if not all the members of a team. As conflict continues to brew, sabotage can occur on teams. Work is not handed off until the last possible moment. Information that maybe critical to other team members is not shared. The team begins working against itself!

Many supervisors are uncomfortable around conflict and ignore it to avoid having to get involved. In the Resolving Conflicts course, supervisors practice a clear process for helping team members work through conflict and learn the earlier they do this, the easier it will be to reach a resolution.  They learn about five modes for handling conflict and consider situations. As they consider which of these modes might be most appropriate for different kinds of situations, they also consider what they may tend to use most frequently and how this might impact their ability to help team members resolve conflict.

  • Delivery Methods: Classroom, online or blended
    Timing: 4 hours and 45 minutes including 30 minutes of suggested breaks.
  • Custom Versions: Office, Industrial and Healthcare included in each facilitator kit.
  • Class Size: 8-21
  • College Credit: All of Vital Learnings courses are pre-approved for college level credit.
  • Online Timing: on average, learners spend 60 minutes 
  • LMS: All courses are SCORM compliant. Hosted through your LMS or ours
  • Intended audience: First line supervisors, team leaders, managers
  • Reinforcement: two kinds are build into each module
  • Certification: There is no requirement. 
  • Train-the-trainer: on-demand TTT’s available for all modules.

Learning Objectives

  • Understand the impact that unresolved conflicts have on work, team members and the organization.
  • Identify the four phases of conflict and understand the appropriate time to intervene.
  • Distinguish between work-related and people- related conflict to determine how to best handle the conflict.
  • Establish a collaborative conflict resolution process to encourage team member collaboration in conflict situations.
  • Use the Resolving Conflicts Skill Points to plan and conduct a meeting with two or more team members.

Skill Points

  1. Open: Explain the purpose and why it needs to be resolved.
  2. Clarify: Ask each team member about the reasons for the conflict.
  3. Seek/Share: Review each issue one by one and ask the team members to suggest solutions.
  4. Agree: Agree on specific steps to resolve the conflict.
  5. Close: Express your confidence in the team members’ ability to resolve the conflict.
Since implementing the Leadership Development Program at SMS Equipment 20% of their employees have been promoted to leadership roles after graduating.
Louise Meier
SMS Equipment
Demo Workbook
Sample from Trouble Shooting Guide

For the Facilitator:

For the Participant:

  • Facilitator kits- everything needed to facilitate this course
  • On-demand train-the-trainer with tips, best practices, enhancements and alternate ways to deliver activities
  • Facilitator level access to the Vital Hub- jogger card templates, trouble shooting guides, pre-course sample letter template, reinforcement sample letter template,  access to the various versions of video, and more.
  • Participant workbook – in digital or print versions
  • 48 Hour reinforcement tool – reinforces what’s been learned in first 48 hours following training
  • Vital Boost- six weeks of reinforcement questions with a leaderboard to compare scores
  • Participant level access to tools in the Vital Hub such as reproducible worksheets to put what has been learned into practice and trouble shooting guides, other job aids,  and more.

Applications for this course:

Reinforce DiSC with this course:

  1. Brand new team leader or supervisor, or lower level manager.
  2. Team leaders, supervisors, managers who have missed basic supervisory training along the way.
  3. Team leaders who are experience frequent turnover, conflict on their teams, lawsuits, or any issues that requires them to call upon HR to their team.
  4. A great number of issues team leaders bring to HR are due to a lack of basic supervisory skills. If you want to reduce the time HR is spending doing the work of the supervisor, the Leadership Essential Series is a perfect choice.
  5. If your organization has previously introduced DiSC to supervisors, it can become a thread through these courses. It can also be brought into the skill practice in each course.

Skill Practice – “Skill Practice #2”

    • Add a layer of complication by assigning DiSC profiles and asking the team leader to keep the profile of the team member in mind during the discussion. During the debrief, discuss how the DiSC profile of the team member impacts how the team member approaches the discussion.

How will the “Resolving Conflicts” help our organization?

When team members get embroiled in conflict they become very internally focused.  In today’s competitive environment, we cannot afford to be working against each other. All of our energy needs to be directed in helping our team innovate and produce work product that outshines our competitors in the marketplace. Resolving Conflicts helps get team members back on track refocusing the team’s energy back to the customer, the product and initiatives that will differentiate them in the marketplace.

Course Matrix

Course Outline

Class introduction

  • Open the course
  • The worst conflict I’ve ever had activity

Key Concepts

  • Course goals
  • Cost of conflict
  • 4 phases of conflict
  • Classifying conflict
  • Know your own conflict style
  • How would you handle it

Skill Points

  • Introduction to the skill points
  • What would you say?

Foundational Skills

  • Overcoming obstacles

Positive model

  • Introduce positive model
  • Training new skills positive model video
  • Coaching existing skills positive model video

Skill Practice

  • Skill Practice #1 Preparation
  • Skill Practice #1 Coaching
  • Skill Practice #1
  • Skill Practice #1 Feedback
  • Skill Practice #2 Preparation & Coaching
  • Skill Practice #2
  • Skill Practice #2 Feedback
  • Skill practice debrief

Reinforcement

  • 48 hour reinforcement
  • Vital Boost

Summary

  • Review achievement path
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