Category - Leadership Development

Course 8 - Conflict Resolution:

Getting Along in the Workplace

Summary: Many people see conflict as a negative experience. In fact, conflict is a necessary part of our personal growth and development. Think of when you were trying to choose your major in college, for example, or trying to decide between two jobs.

However, conflict becomes an issue when the people involved cannot work through it. They become engaged in a battle that does not result in growth. When this type of conflict arises, negative energy can result, causing hurt feelings and damaged relationships.

This course will give participants the tools that will help you resolve conflict successfully and produce a win-win outcome.

Defining Conflict

During this session, you will give participants a chance to explore some assumptions about conflict and the positives and negatives of conflict.

Types of Conflict

This session will cover three main types of conflict: inner, interpersonal, and group.

Open Conflict vs. Hidden Conflict

Next, participants will explore open conflict and hidden conflict.

Spontaneous and Reflective Action

This session explores spontaneous and reflective action through a brief lecture.

The Johari Window

The Johari Window is a way of looking at our self-awareness and our ability to ask feedback of others. Participants will look at the Johari Window in detail through a personal exercise and a case study.

Stages of Conflict

During this session, participants will look at two models of the conflict process, some possible outcomes of a conflict, and strategies for dealing with conflict.

Creating the Win/Win

This session will give participants a chance to apply some of what they have already learned to a realistic case study.

Conflict Resolution Style Questionnaire

Participants will individually complete a questionnaire to help them identify their style of conflict resolution. Then, they will work in small groups to further examine their style.

The Role of Communication in Conflict Resolution

To begin the second day, participants will look at the communication chain as well as barriers that can impede communication. They will also learn about the concept of positive intent.

Active Listening Skills

Next, participants will learn the basics of active listening.

Paraphrasing Skills

In this session, participants will learn about, practice, and demonstrate paraphrasing techniques.

Powerful Questions

This session will give participants some useful questions and some proving techniques.

Body Language

Next, participants will learn how body language can help resolve conflicts.

Pre-Assignment Review

As a pre-assignment, participants were asked to complete a benchmark survey on their effectiveness at managing conflict. In this session, they will revisit their answers.

The Conflict/Opportunity Test

Using a role play, this session will give participants some questions that can help them identify the benefits of a conflict.

Conflict and Its Resolution

This session will look at a few processes that we can use to identify and resolve conflict.

Helping Others Through Conflict

Facilitation skills have become a cornerstone of many leadership models. This session will look at how facilitation, coaching, and group norms can be applied to conflict. Participants will also practice these skills in a role play.

Workshop Wrap-Up

At the end of the course, students will have an opportunity to ask questions and fill out an action plan.

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Some of Rick's Motivational Milestones:
		Earned the Triple Crown Award with Toastmasters International in January, 2018.   Served as Director Area E-51, District 38, 2017-18
		Earned the Advanced Communicator Gold with Toastmasters International in January, 2018.
		Graduated from the Dale Carnegie Sales Course Instructor program and the Dale Carnegie Basic Instructor Course in August, 2002.
		Earned the Certified Speaking Professional designation with the National Speakers Association in July, 2001.
		Graduated from the Accelerated Freefall Course and became a licensed parachutist and skydiver in August, 1998.
		Earned the Microsoft Certified Professional designation in July, 1997.
		Graduated from Marine Corps Recruit Depot, Parris Island and earned the title of United States Marine in May, 1992.
Some of Rick's Delighted Clients:
		We brought Rick in to be our speaker for our annual conference program for all of our regional sales managers throughout the country. This is a hard-nosed group who have seen it all, yet Rick engaged them with finesse. He challenged them and inspired them. Rick is an exceptionally talented individual who I highly recommend.   John Erard, Director of Sales & Marketing Lord, Abbett & Co. Investment Managers
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		We were delighted with the training and instruction provided by Rick Saldan on a variety of courses and seminars. He has proven himself to be a very capable instructor, who adapts quickly to challenging situations. He interacted very effectively with our civilian and military personnel. Looking forward to his upcoming sessions.   Michael McGregor, Naval Surface Warfare Center
		We hired Rick to provide two completely different presentations to our sales force and our customer service teams. Both events were lively, dynamic and exciting. We loved how he combined stage magic with his unique insights in both of these specialties. We were all very impressed with his highly creative programs. We loved his passion and enthusiasm as a business speaker. Still trying to figure out how he knew where we hid his paycheck. Totally impossible. More impressive than when Kreskin did that! Richard Rediker, Founder Rediker Software
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		You can rely on Rick Saldan for any project you get him involved in. Rick will delight your customers, and deliver beyond your expectations. An organization who chooses to bring Rick on board will be lucky to have him, and more successful for having made the decision.   Fred Walker, Dale Carnegie Lead Instructor
		Rick Saldan is an excellent inspirational speaker who tailored the seminar to the needs of the individual students being instructed. This office thanks the Mayors Office of Information Services for having such a vendor. Timothy K. Lynch Office of Fleet Management City of Philadelphia
		Thank you for your awesome presentation. I know that all of my teams loved the program. I love your message and your delivery. I hope that you can spread even more magic throughout the world! Gene McNaughton Vice President of Sales Tony Robbins & Associates
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		Rick, this letter comes to you with thanks from Prime Bank and all the employees who participated in the training sessions held in our bank and conducted by you. Everyone in attendance has stated what a thorough and enjoyable learning course it was. Michael J. Sexton, Vice President/Controller Prime Bank
		Your training was enjoyable, informative and very useful in helping us to solve some of the day-to-day challenges we encounter at Stockard Shipping. You were very concerned about meeting our particular needs, and tailored your instruction to cover those specific goals that we have had in our office routine. Looking forward to working with you in the future! Frank Signorello Vice President, Sales Stockard Shipping & Terminal Corporation
		You tailored each class to fit the varying needs of the students but also managed to cover topics in your class plan. You maintained your composure and sense of humor in the face of numerous questions and demands. Patricia J. Kosek The Glenmede Trust Company
		I personally commend Mr. Rick Saldan as he has served to be an outstanding, dedicated and loyal individual and a definite asset to our organization and our community. Larry Kovnat Greater Philadelphia Chamber of Commerce
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		The oohs and ahhs could be heard for miles as magician and motivational speaker Rick Saldan taught students at the Clarence B. Lamb School how to be possibility thinkers. Dana Forde The New Egypt Press

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