Communication Toolkit for Conflict Resolution

Course duration: 7 hours
Audience: Staff, Aspiring/New Supervisors
Program: Effective Workplace Relations Certificate (EWR), Stepping Up To Supervision Certificate (SU2S)
Course description

This course follows the one day workshop on Dealing Effectively With Conflict (Joy of Conflict).

This second one-day workshop will focus on the following skills and tools:

  • a model through which to work through a conflict
  • paraphrasing
  • empathy
  • open questions
  • identifying root needs
  • summarizing
  • asserting

This workshop would include additional skills coaches to provide participants an opportunity to practice the skills and receive feedback in small groups.

This also supports and builds on Dealing with Difficult Conversations workshop by expanding and further exploring:

  • ineffective patterns in conflict
  • self-management
  • the root or a conflict (or “pinch”).

People wishing to take Day Two, but who have not taken Day One will be asked to read selected chapters of The Joy of Conflict Resolution or a few selected articles from Gary Harper's website This will provide a working knowledge of the concepts explored in Day One.

People who have taken Day One will be invited to review selected chapters of The Joy of Conflict Resolution to get a running start on Day Two.

Competencies:  Core - Personal Effectiveness, Communication, Building Equitable Relationships, Teamwork