Formerly called Negotiation Skills for Business, this 10- week course gets at what you need: real-world conflict
management skills. If you encounter difficult situations on a regular basis with a co-worker, a supervisor, a
direct report, a client, a vendor, or within a team, you know that interacting effectively with others is
key in getting what you want. Throughout this course you will have the opportunity to delve
into conflict situations from a variety of angles, achieving a broad understanding of
conflict resolutions and negotiations, and walk away with personalized practical skills on
how you can confidently collaborate with others without leaving a trail of debris.
The Basics of Conflict Management
- Distinguish between functional and dysfunctional conflict
- Explore a new way to view and approach conflict
- Examine some of the consequences of leaving conflicts unaddressed
Getting to the Root Cause of Conflict
- Examine root causes of conflict
- Learn and practice approaches and techniques which minimize conflict
- Discover and commit to changes you can make to eliminate some of the root causes of conflict
Managing Emotions and Egos
- Get hands-on practice in the art of managing egos and emotions in difficult situations
- Find creative solutions to conflicts by identifying the needs or interests
- Communicate in a manner that does not cause you or others to become defensive
- Learn six ways to find creative solutions to conflicts, even when emotions are running high
Listening in Emotional Situations
- Discover what to listen for
- Learn how to listen when the other perspective seems wrong or unfair
- Practice finding areas of agreement by putting yourself in the other's shoes
Coping with Difficult Personalities
- Discuss the various kinds of difficult personalities
- Learn how to recognize a difficult personality
- Practice using strategies for coping with bosses, coworkers and employees who have difficult personalities
- Learn when to turn to other resources
Managing Conflict in Groups and Teams
- Identify nonverbal behavior that indicates a conflict within the team
- Examine the impact that conflict has on a team
- Learn how teams normally handle conflict
- Discover how to confront conflict in a group setting
- Learn what to do when groups become divided by conflict
- Practice discussing issues with everyone present
Effective Negotiations Skills
- Learn to plan and strategize effectively for a negotiation
- Get more of what you want or need by setting goals, asking prices, and "bottom lines"
- Create win-win agreements that build long-term business relationships
Resolving Conflict Between Two Employees: Part I and Part II
- Explore what mediation is and when it's appropriate
- Discover how to conduct productive, informal mediations at work
- Practice the skills and techniques successful mediators utilize
Bullying in the Workplace
- Be able to recognize bullying behavior
- Understand the different types of bullies
- Identify the bullying behavior differences of bosses, peers and subordinates
- Learn how to deal with bullying behavior
- Practice conflict management when confronted with a bully
Instructors
- Nancy Greiff, Ph.D. owns Positive Resolutions,
an Albuquerque-based training and consulting business,
specializing in "people skills" for the workplace. She enjoys
helping client organizations with win-win conflict resolution,
customer service, negotiation, mediation, time management,
communication, and supervisory skills. Formerly a professor
at Cornell University, Dr. Greiff now leads events and training
programs nationwide. Participants in Dr. Greiff's training
programs have come from over 100 of the Fortune 500 companies,
as well as from small and mid-sized businesses, government
agencies, and non-profit organizations.
- Dr. Jacqueline N. Hood, Dr. Jacqueline N.
Hood, Professor at the Anderson School, is a noted speaker and
trainer. She has written numerous publications that have
appeared in journals such as Human Relations, Business and
Society, Journal of Business and Entrepreneurship, and Journal
of Small Business Management. In addition to her academic work,
she has served as a consultant and trainer for several
organizations, including PNM, NM Taxation and Revenue
Department, Army Corps of Engineers, Presbyterian Healthcare
Services, Rust Tractor and Peterson Air Force Base.
- Ms. Anne Lightsey,, owner of Perfect Timing,
has almost 20 years experience as a trainer and facilitator.
Anne specializes in supervisory skills, time management, goal
setting, conflict resolution and mediation, and team building.
In addition to owning her own business, Anne has been a
Training Manager for Spring PCS and the Executive Director
of the West Side Family YMCA.
Student Center Photo Copyright 2007 by Patrick Coulie
