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A great program on essential skills for preventing and resolving conflict with best outcomes.
As Carol’s manager, Serena has observed that she is egotistical and doesn’t listen. Serena notes that conflicts often occur in the workplace because people are territorial, aloof, negative or antagonistic. People need to learn to respect individual differences; they may be experiencing difficulties elsewhere in their lives. You must manage your own emotions, particularly when feeling overwhelmed or stressed. The Resolving Conflict training video is divided into chapters:
- Respect individual differences
- Manage your own emotions
- Be factual – not attacking or defensive
- Acknowledge and apologize
- Follow rules and find common ground
- Focus on fixing not frustration
When staff are upsetting, Serena adopts a bland expression (even if she is screaming or crying internally). People should be factual – not attacking or defensive. Sam points out to Michael how he is overly critical of Sam’s policy work. Alex and Sam role-play a customer dissatisfied with a product; and how to acknowledge and apologize. They recognize it is best to follow rules and find common ground – to hold relationships together, despite people’s differences.
Focus on fixing, not frustration – this is tough for Michael, who complains about stale food in the fridge, and a messy copy room but must learn to remedy them.
Resolving Conflict Program Highlights:
- DON’T be rude and lose control
- INSTEAD: Manage own emotions and be respectful
- DON’T attack or be defensive
- INSTEAD: Be factual and communicate openly
- DON’T stop caring
- INSTEAD: Acknowledge and apologize
- DON’T get frustrated and give up
- INSTEAD: Find common ground and follow rules
Don’t let a conflict at work escalate. Learn to resolve issues effectively.
- Resolving Conflict DVD (9 Minutes)
- Support Materials on each DVD:
- Discussion Questions
- PowerPoint Slides
Part of the Cutting Edge Communication series!
This program is part of the Cutting Edge Communication series which is a powerful training series on hot topics everyone can enjoy. Short, sharp and funny with simple messages and skills for everyone. The series follows ten characters through a landscape of social faux pas, insult and embarrassment. This series will shock, amaze and entertain you, while at the same time teaching some important lessons in human interaction, in a way you won't forget!
WARNING - These videos are designed to provoke discussion and response. They are contemporary, fast paced, short, character driven TV style comedies that take a new approach to reaching today's learners. By laughing, discussing, sharing outrage, reacting to the behaviors on screen, we can use these strong feelings and thoughts to develop a clearer shared view of how we want to behave, how we manage these situations, and how we want our team to behave and respond.
Whilst some people find them insensitive or outrageous, the vast majority of viewers and users have found them refreshing, stimulating and great for getting energy and enthusiasm back into learning.