Participants learn how to build productive work relationships by using effective communication skills and work toward collaboration, and identify conflict triggers and strategies to help avoid or manage a potential conflict. Participants will also discover strategies for working with difficult people and how to better manage responses, especially in stressful situations.
TOPICS
Communication
Determining your communication style
4 types of communication
2 dimensions of communication style
Communication style strengths and trouble spots
Interacting with other communication styles
Assessment: What's My Communication Style?
Conflict
Understanding conflict
Practicing conflict resolution
Development planning
Understanding 10 typical conflict situations
Assessment: Conflict Strategies Inventory
GOALS
Identify the importance of communication skills in building effective work relationships
Describe the obstacles that impact communication within an organization
Demonstrate how to effectively send and receive messages to achieve collaboration
Understand the importance of effective listening
Use appropriate questioning techniques
Describe a process for resolving conflict
Practice resolving conflict situations