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j <br />� B. COMMUNICATION SKILLS FOR CONFLICT <br />I <br />MANAGEMENT _. <br />Rationale <br />Disagreements and differences of opinion area normal, even <br />essential dynamic in any group. Some groups, however, avoid <br />open disagreements and engage in behind- the - scenes <br />opposition. Some groups engage in open conflict, but in the form <br />of win -lose arguments. Both methods waste energy and obstruct <br />good customer service. This workshop shows participants how to <br />.' <br />explore differences constructively so as to solve problems for <br />internal and external customers. ` The training seminar includes <br />- <br />Action Planning for skills practice on the job. <br />Workshop. <br />1. Self assessment of conflict style <br />Content <br />" 2. Identify typical reasons for conflict <br />3. Interest -based vs. position -based negotiating <br />4. Communication skills for effective interest -based solutions: <br />: feedback, listening, paraphrasing, f statements <br />Delivery <br />The workshop is interactive., An assessment. instrument,-'group <br />brainstorming, instruction and skills practice `make up the format. <br />The 1/2 day workshop is intended for all employees to promote <br />consistency and teamwork. Optimum number of participants: 20 <br />Facilitator <br />James Amott, Sr. Consultant, Leadership of the Twin Cities <br />Investment <br />TRAINING (60 participants) $1804 <br />(3 session @ $600) <br />" :. ` <br />page 6 �` <br />