Communication and Conflict Resolution: Mastering the Key Skills for Working Effectively with Others

No matter what your role is in an organization, you will not be successful if you cannot work well with others. Whether your customers are internal or external, you must be able to communicate effectively and resolve conflict to achieve and exceed your goals.

In this full day course you will learn how to build successful and productive work relationships through the use of effective communication and conflict resolution skills.

Who Should Attend

Anyone who would like to build better business relationships to maximize their on-the-job performance

Learning Objectives

At the end of the course, participants will be able to:

• Describe the importance of communication skills in building effective work relationships
• Identify ways to improve effectiveness in sending messages
• Develop “I-statements” to foster mutual respect
• Confirm understanding through paraphrasing
• Use effective questioning techniques
• List strategies to help manage their conflict triggers
• Recognize their personal patterns of behavior in conflict
• Respond to conflict situations with tact and diplomacy
• Explain how to use a 5 step process to resolve conflict
• Identify strategies for handling difficult responses when dealing with conflict
• Apply the process for resolving conflict to a situation they are facing at work