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Effective Communication in the Resolution of Workplace Conflict

Kate Carnes & Helen Wieczorek

INTENDED AUDIENCE: DHHS Staff Only
CREDIT:1.8 Hours

High performance at work requires successful collaboration. The basis for collaborative work relationships is a communication process that includes: listening for understanding, confronting effectively; and implementing solutions based on identified underlying needs of all parties. In this five-day, 18-hour program participants explore such concepts as “problem ownership”, “roadblocks to communication” and “needs vs. solutions” and learn to resolve conflicts.

The learning objectives for the program are that participants will be able to:

• Explain, demonstrate and use the powerful skill of active listening;
• Identify common listening errors;
• Describe different confrontation styles and their impact;
• Develop and deliver a non-threatening confrontation;
• Explain the effects of power in conflict resolution;
• Participate in, and learn to lead, a six-step model of problem solving; and
• Demonstrate skills in managing conflict of values.

 

SINCE EACH SESSION BUILDS ON THE SKILLS LEARNED AND PRACTICED IN THE PREVIOUS SESSION. ATTENDANCE AT ALL SESSIONS IS REQUIRED. IF YOU ARE UNABLE TO ATTEND ALL SESSIONS, PLEASE DO NOT REGISTER FOR THIS PROGRAM.

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