Give your team the skills to handle conflict comfortably and see challenges become relationship-building opportunities.
Dealing with conflict takes time, patience, work, and skills – even for the most experienced team member and skilled communicator.
- “Why is this person attacking me?”
- “What’s the right thing to say to defuse this situation?”
- “When should I deal with conflict, and when should I get HR involved?
These are just some questions during moments of conflict and communication breakdowns. It becomes more complex when a person becomes abusive or crosses decency lines. In summary, dealing with conflict is challenging!
Proactive organizations provide their team with ongoing and expert conflict resolution training to ensure they can directly address uncomfortable situations, feel confident, and have the appropriate framework to act.
There are many things to look for within a great conflict resolution training program. At Oculus, coaching on dealing with difficult situations is one of our specialties! We have broken our conflict resolution training into three main learning sections.
Need to handle complaints with customers? Check out our complaint management training.
+ $12.00 / per learner
All of our courses are 100% custom, but see our sample content below.
Before exploring actions to move forward, we must address emotions and acknowledge negative experiences. This session will give your team straightforward steps to de-escalate emotionally charged situations.
How we approach the start of a challenging discussion can dictate how it will end. We focus on the appropriate ways to navigate conflict and uncomfortable conversations. Within the training, we discuss de-escalation techniques like:
- Welcome conflict. Why we should welcome difficult discussions.
- Right Time, Right Place, and Right Approach. Ensuring you address conflict at the right time and place.
- Invite conflict. How to invite individuals to complain and acknowledge their issues.
- Why it is essential for people to feel important and heard.
- A review of minimizing statements and actions.
- How to react and empathize with experiences.
- How to make a connection and “humanize” yourself.
- We are on the same side. How to reassure people that you are on their side and pledge to resolve their concerns?
- Gratitude. How to show gratitude and encourage person-to-person communication.
A part of the de-escalation process is having a clear understanding of what has happened. We call this step “Measuring Needs & Listening.”
- Listening. Why listening is essential.
- Understanding and accepting venting.
- How to demonstrate that you are focused on all details they are providing.
- Questions. Using probing and clarifying questions to move individuals from emotional to factual.
- When is the right time to ask questions?
- Asking permission to clarify.
- How do you avoid sounding like you are accusing or shifting blame?
Our customized training also focuses on strengthening relationships and showing humanity during challenging situations. We call this “Personal Connection.”
- Accountability. The power of taking accountability when we have made a mistake.
- It is okay to make a mistake.
- Why do we have a fear of accountability?
- The Anatomy of An Apology. The anatomy of an apology will review the foundations of creating a successful and thoughtful apology.
- Actions + Emotions: Addressing both areas of impact during conflict.
- Owning Actions: Clearly understanding the specific issues and what happened.
- Emotional Consequences. How to empathize and verbalize emotional impact.
- Minimizing and Excuses: Turn an apology into an insult by defending, excusing, and minimizing behavior.
- What can we say to turn an apology into an insult?
- Explanations. When, where, and if you should explain what transpired to create conflict.
- Unintended Infraction. We don’t always intend to hurt someone, but it can still happen. This section will review how empathy and genuine reflection are powerful when dealing with issues outside of our control.
Finally, we end section one with:
- A complaint is a complaint. How to view potential conflict and not ignore signs.
- The Order. Why de-escalation techniques should be attempted before jumping to provide solutions during conflict.
- Personalities. Understand personality differences and how
- Directness. “I am the way I am.” Taking a “direct” approach might not lead to resolution during moments of conflict and can be perceived as a sign of aggression.
- Silence. Ignoring conflict and hoping it resolves itself is unlikely. This section will speak on what can be perceived from silence and inaction.
- Communication Styles. Everyone has communication preferences, and these styles should be considered during conflict.
- An introduction to the communication snapshot.
- Forgiveness & Expectations. Will you be forgiven after addressing conflict? Maybe or not. We will review how to avoid setting ourselves up for failure by having unrealistic expectations.
- Wrongly Accused & Triggers. Specific conversations might be triggering and may only sometimes have all the facts. In this section, we will speak on:
- How to receive difficult information respectfully.
- What to do if you are triggered by accusations or conversation.
- When to get HR involved.
Training should address how issues can be resolved. Our training is no different, plus we provide learners with additional tools on how you resolve conflict to facilitate a smoother resolution process.
The first step begins with “Revealing Solutions.” In this section, we speak on:
- Take a yes approach. Why “No” shouldn’t be a part of our vocabulary during conflict.
- Leading with the positive when presenting solutions.
- Be open. A review on why alternatives and creative thinking can be your best friend.
- Compromises. Nothing is ever perfect! Compromising and engaging with the needs of others is a mature, respectful, and modern way of dealing with conflict.
Secondly, our conflict resolution training shows your learners how to summarize and take action.
- How to set realistic timelines, milestones, and expectations.
- Why you should get an agreement on how to proceed.
- What to do when someone disagrees with your proposed plan.
- Why a follow-up plan or action can guarantee success.
When dealing with challenges, we should strive to end the interactions positively. Our workplace conflict management training provides tools to help your learners turn every negative experience into a positive, relationship-building one.
We will review
- Ideas on how to approach follow-up.
- What should you do if the issue has not been resolved?
- The importance of verbal gratitude.
- Showing appreciation through gestures.
Our conflict resolution courses can be designed to concentrate on your leadership team and their responsibilities as pillars within your organization. Popular topics include:
- The politics of leadership. The power, privilege, and expectations of leadership.
- Understanding leadership styles and how specific characteristics can contribute to conflict.
- Building trust through actions.
- The expert listener.
- Avoiding Friend/Foe. When to push and when to pull back.
- Providing time and opportunities for others.
- Providing a safe space during conflict.
- The power of consistency.
- Understanding Friend/Foe/Friend.
- Leading with dignity.
- Defusing conflict at work. Navigating difficult conversations and maintaining neutrality.
- Mediator. Between team members.
- Contributor. When a team member clashes with you and/or your leadership style.
- Coaching. Steps to avoid conflict through proactive coaching and development.
We have many options for leadership training. Visit our leadership training page to read more.
Add advanced skills to your conflict resolutions training and see your team engagement flourish.
Our conflict resolution training also has a companion course called Action-Reaction which focuses on when the compensate and how much when dealing with customer conflict.
In this conflict resolution discussion course, we will review:
- How to classify complaints into reaction levels.
- How to formalize compensation to ensure consistent actions amongst all team members within any department.
Dealing with Abusive Individuals
Dealing with conflict is different from dealing with abusive. This course will help!
This companion conflict resolution training will review:
- How to determine if someone is crossing the line.
- How to stay safe.
- Maintaining dignity while establishing that a specific behavior or action is unacceptable.
- How to respectfully provide a warning that an interaction will end.
- When to end a conversation and walk away from the situation.
What are the 5 principles of conflict resolution?
We can train our standard invite, measure, apologize, connection, and reveal, but all our courses are 100% customized. You can use a part of our research-based structure and make changes to ensure it fits your needs. Customization is always included.
How do you train for conflict resolution? Anyway you want!
Online or in-person! Recorded or Live! Maybe a mix of all? Choose the delivery options that fits your goals.