Responding to Conflict: Strategies for Improved Communication (Live Online)

Responding to Conflict: Strategies for Improved Communication (Live Online)
October 22nd, 2020

Overview

Why attend this programme?

Increase your success by proactively improving your conflict management skills.

Conflict in business is all too familiar—particularly under increased business pressures. Still, most of us lack basic conflict management skills. Rather than react to conflict on a purely emotional level, you can learn how to manage disputes and disagreements in a positive manner, or even avoid them altogether.

Register to this intensive conflict management training programme focused on practical learning, designed and facilitated by business people that understand your challenges and will guide you to find effective solutions.

Your immediate takeaway:

  • Recognise the causes of interpersonal conflict.
  • Evaluate conflict situations and then choose the appropriate strategies and tools to manage and/or resolve these conflicts
  • Develop greater awareness of your emotional triggers and how to control them
  • Create an action-plan around the implementation of your new skills

This conflict management training course combines proven-by-practice methods with new insights and ideas that will grow your conflict management skills. You will gain a wider perspective through breakout sessions, exercises, and case applications.

Who should attend?

If you are a business professional wanting to expand your conflict management skills, understand your own emotions and behaviours when addressing conflict, and find productive ways to manage conflict, this programme is right for you.

How will you benefit?

After participating in this programme, you will grow your conflict management skills & competencies and be able to:

  • Recognise the underlying causes of conflict
  • Map conflict using a five-step approach
  • Identify ways to develop flexible responses to personal and professional conflicts
  • Practise applying models, techniques and strategies to manage your interpersonal communication behaviours in conflict situations
  • Implement strategies to improve your communication and effectively respond to conflict

During the programme you will:

  • Network and learn with a diverse group of peers from different industries and countries in an international environment
  • Develop a personal action plan to implement back at work
  • Learn and practise new skills using real-business-world examples and exercises over 2 interactive days

Programme Details

What will you learn and practice?

Managing Conflict is a 4-lesson hands-on training programme. The programme will be led by an experienced facilitator with former management experience in international companies.

Managing Conflict Course – Live Online Outline:

LESSON ONE
Developing Conflict Awareness

  • Define Conflict
  • Explain the Difference Between Conflict and Disagreement
  • Describe the Five Levels of a Conflict
  • Describe Barriers to Managing and Resolving Conflict

Responding to Conflict

  • Identify Your Own Personal Feelings and Actions in Response to Conflict
  •  Apply the P-U-R-R Model to Demonstrate Understanding and Application
  • Apply the Validating Process  Distinguish Between Listening for Thoughts and Listening for Feelings in a Conversation
  • Explain That Meaning Often Comes from the Context of the Relationship Rather Than the Intrinsic Definition of the Words Used

LESSON TWO
Responding to Conflict—Part 2

  • Identify Your Own Personal Feelings and Actions in Response to Conflict
  • Apply the P-U-R-R Model to Demonstrate Understanding and Application
  • Apply the Validating Process
  • Distinguish Between Listening for Thoughts and Listening for Feelings in a Conversation
  • Explain That Meaning Often Comes from the Context of the Relationship Rather Than the Intrinsic Definition of the Words Used

Conflict Strategies

  • Identify Your Preferred Strategy or Strategies for Responding to Conflict
  • Identify the Five Conflict Strategies
  • Analyze Examples, and Recommend Appropriate Strategies to Minimize or Manage Conflict

The Role of Trust in Minimizing Conflict

  • Describe the Four Cs—The Four Cornerstones of Building Trust
  • Explain How Trust Is Lost and Regained and How Transparency Validates Trust
  • Identify Interests Behind Positions

LESSON THREE
Moving Beyond Conflict

  • Describe How Relationship Conflict and Content Conflict Should Be Handled Differently  Explain the Reason the Word “Why” Should Be Avoided When Managing a Conflict
  • Identify Appropriate Solutions for Managing Real-Life Conflict Situations
  • Use “I” Messages and the DESC Script to Express Yourself Assertively
  • Apply the Model to Disagree
  • Say “No” Assertively
  • Detoxify Emotional Statements, and Devise Alternative Ways to Express the Message

Dealing with Difficult Behavior

  • Explain the Difference Between Difficult People and Different Behavior
  • Describe an Understanding of Handling Passive Behavior  Describe a Strategy for Handling Passive or Aggressive Behavior

LESSON FOUR
Mapping the Conflict

  • Map a Conflict Through the Five Steps on the Template
  • Explore a Given Conflict from Various “Viewing Points”
  • Separate Interests from Positions in a Specific Conflict
  • Select a Conflict Strategy Appropriate to a Goal
  • Demonstrate the Implementation of a Chosen Conflict Strategy in a Role Play

Thunderstorms

  •  Apply a Combination of Skills, Techniques, and Ideas Presented Throughout This Seminar to Participant-Generated Conflicts (Called Thunderstorms)
  • Demonstrate the Application of Appropriate Conflict Strategies to Address These Thunderstorms

Practical Information

How many sessions will I attend? How long are the sessions?

Depending on the programme, you will attend 3 or 4 sessions which will each be a few days apart.

The sessions are 3 hours long, with a 15-minute coffee break.

What do I need to do in order to connect to the sessions?

We want you to feel completely comfortable and ready to go, so we’ll email you before your scheduled course and give you all the information you need about the simple set-up process.

Will I get a certificate at the end of the programme?

After successful completion of the programme, participants will be awarded an MCE Certificate. In order to qualify for this certificate, participants must register for and attend the programme using their individual log-in ID for the entire duration of the sessions. Speaking in the sessions via individual VoIP connection and participating in all of the chat, polling, and breakout exercises is required. Archived recordings or groups attending through one computer/connection do not qualify for the certificate.

Questions?

View our Frequently Asked Questions (FAQ) for Live Online programmes.

The MCE Team is ready to answer any questions you have. Please contact us by phoneemailcontact form or even website chat. We would be happy to talk to you!

Testimonials

“ It is a perfect possibility to connect with people from different industries, who are dealing with the same issues.”

Agata Kulik, Product Manager Special Salts, Jungbunzlauer Ladenburg GmbH, Germany

 

“ Facilitator, content, tools, methods, room were very good and fitted to the participants and their needs.”

Andreas Armenat, Head of Production, GO Generics & Standard Solutions, Fresenius Kabi AG, Germany

 

“Very interesting topics, international and multicultural environment. Very professional coach.”

Alessandro Foresio, Vice President, Logic S.p.A., Italy

 

“The subjects covered were extremely relevant and gave input to my personal development.”

Rosa Karen Schmidt, Senior VP-Assistant, Novo Nordisk, Denmark

FAQ

ABOUT MCE’S LIVE ONLINE PROGRAMMES

What are MCE’s Live Online programmes?

MCE’s “Live Online” programmes, powered by AMA, are live, interactive, trainer-led courses that are completely user-friendly and accessible from your office or home PC. They’re the perfect time-saving alternative when you want training but can’t get away from the office. Live online sessions use Voice-over Internet Protocol (VoIP) technology and Adobe® Flash® Player which means facilitator and participants communicate over the internet using a USB Headset with microphone to speak and listen to each other during the sessions.

 

Who facilitates MCE’s Live Online programmes?

A member of our expert faculty of business professionals will lead your programme. Beyond our course leaders’ experience in business training, they are specially trained to present our high-quality content in an engaging, live online format.

 

What will I do during the Live Online sessions?

During the Live Online sessions, you will interact with the facilitator and with other participants using voice (VoIP) and text-based chat, as well as a range of sophisticated, yet easy to use, audience participation tools such as polls, whiteboard, etc.

Throughout the programme, you will engage in discussions and experiential activities based on realistic workplace scenarios, including practical exercises and role play in breakouts, as well as individual and group debriefs.

During the breakout exercises, you will have a unique opportunity to discuss challenges and apply skills in concrete practical situations, while receiving significant feedback from others.

 

What are the technical requirements for my computer?

The sessions are delivered via an Internet Explorer browser session using Adobe Acrobat Connect. Internet Browser and other technical requirements are available by clicking here.

 

Why can’t I join on a tablet or mobile phone?

Using a desktop or laptop computer is required in order to experience all the features and interactions during the programme. We strongly recommend against using tablets or mobile phones. Click here to check the technical requirements for your computer.

 

Can I join on Wi-Fi?

We strongly recommend joining the sessions through a wired internet connection. Please note that Wi-Fi, Blue tooth and mobile wi-fi are all unstable and cause a deteriorated experience not only for the affected participant, but for the entire group as well, including audio drop, disconnection from the rooms and delays in the interaction.

 

Why do I need a headset?

An appropriate computer headset with built-in microphone is required in order to attend Live Online sessions. A headset with a microphone will allow you to hear and be heard comfortably. Connecting with the computer’s built-in audio may create echoes affecting the whole group experience, therefore we strongly recommend against it.

Your headset should have the following characteristics:

  • USB connection, with plug-and-play capability (i.e., with the software driver included)
  • A built-in microphone with noise-cancelling capabilities
  • Clear digital stereo headphone audio

A good indication that a headset will perform well for our Live Online sessions is a “designed for videoconferencing” or “designed for Skype” label. An example of a headset which has been found to work well with our Live Online programmes is the Logitech h340.

Several colleagues are attending this programme at the same time, can we all join together from the same room/computer?

Because of the various interactions taking place during the session, it is important that each individual participant joins the session on a separate computer, and from a separate room. In order to provide the best possible experience for all participants, we also strongly recommend that you sit in a quiet environment with no background noise (please try to avoid open space work areas).

 

What do I need to do in order to connect to the sessions?

We want you to feel completely comfortable and ready to go, so we’ll email you before your scheduled course and give you all the information you need about the simple set-up process.

 

What are the interactive features used during Live Online programmes?

You’ll be able to speak to and/or electronically communicate with the facilitator and other attendees. You can also share files, view the facilitator’s desktop, ask questions, tell the facilitator to speak louder, softer, slow down, etc. (through simple icons). You’ll see what your facilitator is writing, view and hear questions and comments from other attendees, and be able to work in subgroups.  A headset is required for optimal communication throughout the Live Online programme.

 

How far in advance do I need to register for a Live Online programme?

The earlier the better.  That way, you’ll have time to acquire your headset before the first lesson and have plenty of time to do any pre-work, downloading, pre-assessments, etc., that your programme might require. In order to experience the Live Online programme to its fullest, we recommend you register no later than one week before Lesson One.

 

I registered for a Live Online programme; why haven’t I heard from you?

After you register, we will always email you to confirm your registration and provide you with additional information before your first lesson. Occasionally, however, customers may not receive the emails because of their company’s email security settings, a spam blocker, or an incorrect email address. If you registered but didn’t get your confirmation email the day after registration, or an email with your access to the AMA Learning Portal, or your system readiness check email, please notify MCE Client Services at +32 2 543 21 20 immediately. We will make sure you have everything you need before your programme.

 

Will I get a certificate at the end of the programme?

After successful completion of the programme, participants will be awarded a Certificate. In order to qualify for this certificate, participants must register for and attend the programme using their individual log-in ID for the entire duration of the sessions. Speaking in the sessions via individual VoIP connection and participating in all of the chat, polling, and breakout exercises is required. Archived recordings or groups attending through one computer/connection do not qualify for the certificate.

 

What level of English do I need to take part in an MCE Live Online programme?

MCE’s participants come from over 90 different countries but all of our open enrolment programmes are run in English. You need to have a good working knowledge of English to be able to fully participate in the programme and engage in various interactions with other participants. If you have difficulty understanding these questions, the programme might be difficult for you too.

 

Security and Data Privacy

  • Each participant uses a unique, system-generated Login ID via Internet email.
  • Customer data privacy is a key priority for MCE. Maintaining your trust and confidence by handling your personal data securely is of the highest importance to us. For more information about what information MCE collects and how it is used, please read our Data Privacy Policy.

The MCE Team is ready to answer any questions you have. Please contact us by phone, email, contact form or even website chat. We would be happy to talk to you!

Leading Self

Dates & Locations

02 Nov – 10 Nov 20 (Live Online)
Live Online

25 Jan – 28 Jan 21 (Live Online)
Live Online

22 Mar – 31 Mar 21 (Live Online)
Live Online

Duration

02 Nov - 10 Nov 20

4 sessions of 3 hours on:
02 Nov, 14:00 – 17:00CET
03 Nov, 14:00 – 17:00CET
09 Nov, 14:00 – 17:00CET
10 Nov, 14:00 – 17:00CET

25 Jan - 28 Jan 21

4 sessions of 3 hours on:
25 Jan, 09:00 – 12:00CET
26 Jan, 09:00 – 12:00CET
27 Jan, 09:00 – 12:00CET
28 Jan, 09:00 – 12:00CET

22 Mar - 31 Mar 21

4 sessions of 3 hours on:
22 Mar, 14:00 – 17:00CET
24 Mar, 14:00 – 17:00CET
29 Mar, 14:00 – 17:00CET
31 Jan, 14:00 – 17:00CET

Price

€2150
excl. VAT*

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