$99.00
Learn essential skills to resolve conflicts with direct reports.Conflict between managers and direct reports is as old as the first human business enterprise. Despite the inevitability of conflict, many managers are never trained in the basics of conflict resolution. During this course, you will learn the six essential skills to resolve conflicts with direct reports.
Date: 2022-05-06 Start Time: End Time:
Learning Objectives
What Causes Conflict With a Direct Report?
Understanding the Four Options for Resolving Conflict
• Coercion
• Outside Authority
• Mediation
• Negotiation
The First Rule of Conflict Resolution: De-Escalate, Then Problem Solve
• Humans Are 98% Emotional and 2% Rational
• All Conflict Is Emotional
• You Cannot Solve an Emotional Problem With Logic and Reasoning
The Four Levels of Reflective Listening
• Mirroring
• Paraphrasing
• Core Messaging
• Affect Labeling
Using You Statements, Never I Statements
The Problem-Solving Continuum
• Least Directive to Most Directive
• Do You Need a Mediator?
The Critical Importance of Agreements
• Elements of a Good Agreement
• Agreements Set Expectations
• Agreements Provide Standards of Behavior
• Agreements Consider Potential Obstacles
• Agreements Consider Failure and What to Do About It
ASA ,HR Certification Institute ,SHRM ,Additional credit may be available upon request. Contact Lorman at 866-352-9540 for further information.
Douglas E. Noll, J.D., M.A.-Noll Associates