Communication and Conflict Resolution

About the Class

Communication – it is instantaneous and constant and has become a challenge in our world today. Whether it is in person, on the phone, in an email or through a social media website, businesses every day face difficulty in communicating with customers and with employees.  Some of those challenges can lead to difficult conversations and conflict. 

In this interactive, 8-hour training, participants will learn techniques on how to communicate their needs to others (employees, customers, supervisors, etc.) in a clear and effective way.  Throughout the day, participants will be challenged to explore ways to integrate and implement what they have learned on both a professional and personal level.

Participants will gain greater understanding of conflict and learn about their own conflict style through the Thomas Kilmann Conflict Mode Instrument.  They will also learn about the at-risk behavior pattern which can cause challenging communications. In a segment entitled “What’s ‘behind the curtain’ “, attendees will discover how each person’s unique communication preferences and “unspoken rules” impact workplace and customer interactions.  Participants will also learn and practice a variety of communication techniques which allow people to feel “heard” and become more open to working out solutions to problems.   The final workshop segment will be chosen by the group from one of three special communication topics -- challenges communicating in the electronic/social media world, diversity or generational communications.