Informasi Seminar

Responding to Conflict: Strategies for Improved Communication

Responding to Conflict: Strategies for Improved Communication

Novotel Hotel, Bandung | June 17-19, 2009 | Rp. 4.800.000,-

Gain essential conflict management skills so that conflict won’t manage you!

Conflict is all around us, especially during tough business periods where resources are tight and tempers are shorter-but most people lack basic conflict management skills. Rather than react to conflict on a purely emotional level, learn to manage disputes and disagreements positively and proactively.

Conflict management training will teach you to recognize the causes of interpersonal conflict. Become aware of your emotional triggers to prevent explosive situations. Learn new strategies of conflict management that will improve your communication performance, and ultimately increase the success of your business initiatives.

How You Will Benefit

  • Gain a new understanding of conflict
  • Understand your own conflict patterns
  • Improve your listening and communication skills
  • Learn to “read” conflicts by developing a “conflict map”
  • Practice effective methods of intervention and conflict management

What You Will Cover

Developing Conflict Awareness

  • Conflict vs. disagreement
  • The five stages of conflict development
  • Barriers to conflict management

Responding to Conflict

  • Identify and understand your own conflict behavior
  • Apply active listening skills for conflict management

Different Approaches to Conflict Management

  • The five-step “conflict map”
  • What conflict management strategy is right for you?
  • Content vs. relationship conflicts
  • Why not to ask “why

Conflict Management Strategies

  • The four Cs: competence, credibility, care, communication
  • How to reinstate trust
  • How to become solution-focused not problem-focused

Moving Beyond Conflict

  • Difficult people vs. difficult behavior
  • Asserting yourself
  • Coping with resistance
  • Saying “no” assertively

Mapping the Conflict

  • Conflict management mapping in five steps, from positions to solutions
  • Explore a conflict from various viewpoints
  • Determine common ground in a conflict
  • Generate and implement goal-oriented alternatives

Trust in Minimizing Conflict

  • Learn key conflict management fundamentals for building trust
  • Discover how trust is lost and how it’s reestablished
  • Develop win-win solutions: interests vs. positions

Dealing with Difficult Behavior

  • Differentiate between difficult people and difficult behavior
  • Discover a two-step process for handling passive and aggressive behaviors
  • Learn to create a viable alternative to group conflict


  • Address your own “thunderstorms” (emotionally explosive tense conflicts)
  • Apply appropriate conflict management strategies through role-plays

Who Should Attend

Business professionals who want to expand their conflict management skills, understand their own emotions and behaviors when addressing conflict and find productive ways to manage conflict.

Extended Training Description

Learning Objectives

  • Clarify and Expand Your Thinking About Conflict
  • Identify Underlying Causes of, and New Ways to Respond to and Manage, Conflict
  • Respond to Conflict Rather Than React to It
  • Map a Conflict and Read the Map to Gain Insight into It in Order to Create Ways to Manage It
  • Draw on the Experiences of Others to Validate or to Expand Your Own Approach to Conflict
  • Comfortably Practice Various Techniques, Strategies, Approaches and Models, Adding Flexibility to Your Own Behavior
  • Apply the Ideas, Techniques and Approaches from the Seminar to Situations Beyond the Classroom
  • Implement Flexible Strategies to Improve Your Communication and to Respond to Conflict

Developing Conflict Awareness

  • Explain What You Need from This Seminar as Well as What You Are Willing to Contribute to the Group
  • Illustrate, with Examples, How Conflict Can Be Positive and, When Left Unmanaged, Can be Negative
  • Explain the Difference Between Disagreement and Conflict
  • Orally Describe a Conflict as It Goes Through the Five Stages
  • Explain the Role of “Feelings” in Moving Disagreement into a Conflict
  • Describe Barriers to Managing and Resolving Conflict

Responding to Conflict

  • Demonstrate a Belief That Each Person Is Responsible and in Charge of Their Own Feelings and Behaviors
  • Explain How Emotional Intelligence Relies on People Tuning in to Their Own Feelings and the Feelings of Others
  • Apply the P-U-R-R Model to Demonstrate Understanding and Application
  • Summarize Content and Feelings from Conversations
  • Apply the Validating Process
  • Distinguish Between Listening for Thoughts and Listening Feelings in a Conversation
  • Explain That Meaning Often Comes from the Context of the Relationship Rather Than the Intrinsic Definition of the Words We Use

Different Ways to Manage Conflict Productively

  • Explain the “Gender Trend” in Conflict
  • Detail the Four Steps of the “Zip the Lip” Technique
  • Discuss How Conflict in Relationships in Contrast with Conflict About Content Should Be Handled
  • Explain Why the “Why” Should Be Avoided in Managing a Conflict
  • Analyze a Case to Synthesize the Information Presented and to Evaluate Alternate Ways to Handle the Problem Presented
  • Evaluate Possible Solutions, Create a Solution and Role-Play Its Application

Conflict Strategies

  • Identify Your Preferred Strategy (ies) for Responding to Conflict
  • Demonstrate an Understanding of All Five Conflict Strategies By Identifying Each Style in Action
  • Analyze Given Examples and Recommend Appropriate Strategies to Minimize or Manage the Conflict
  • Exclude Inappropriate Strategies, Demonstrating an Understanding of When to Use Each Strategy for Maximum Results
  • Implement Each of the Five Conflict Strategies in Role-Play Situations

Moving Beyond Conflict

  • Differentiate Among Passive, Assertive and Aggressive Behavior
  • Name and Exemplify the Six Assertiveness Skills Presented in the Video, When I Say “No,” I Feel Guilty
  • Use “I-Messages” to Assertively Express Yourself
  • Demonstrate How to Turn Potential Disagreements Into Discussions By Applying the “Model to Disagree”
  • Say “No” Assertively
  • Detoxify Emotional Statements and Devise Alternative Ways to Express the Message Behind the Emotional Statement

The Role of Trust in Minimizing Conflict

  • Describe the Four “Cs” as the Cornerstones of Building Trust
  • Explain How Trust Is Lost and Regained, and How Transparency Validates Trust
  • Identify Interests Behind Positions
  • Apply the Suggestions of the Positive Confrontation Tips

Mapping the Conflict

  • Map a Conflict Through the Five Steps By Applying the Model and the Worksheets to a Selected Conflict
  • Explore a Given Conflict from Various “Viewing Points”
  • Separate Interests from Positions in a Specific Conflict
  • Select an Appropriate Conflict Strategy Depending on a Goal
  • Demonstrate the Implementation of the Chosen Conflict Strategy in a Role Play

Dealing with Difficult Behavior

  • Explain the Difference Between Difficult People and Difficult Behavior
  • Demonstrate an Understanding of Effectively Handling Passive Behavior
  • Demonstrate the Two-Step Process of Handling Passive or Aggressive Behavior
  • Analyze Intra Divisional Conflict and Create a Viable Alternative to Handle That Conflict
  • Demonstrate Mastery of the Conflict Strategy Chosen


  • Apply a Combination of Skills, Techniques and Ideas Presented Throughout This Seminar in Participant-Generated Conflicts (Called Thunderstorms)
  • Demonstrate the Application of Appropriate Conflict Strategies to Address These Thunderstorms
  • Integrate Understandings, Learning and Skill Development During Thunderstorm Role Plays

Team Expert


June 17-19, 2009
3 days

Novotel Hotel, Bandung

Tuition Fee
Rp. 4.800.000,- per participant, excluding accomodation & tax.

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