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<br /> <br /> B. COMMUNICATION SKILLS FOR CONFLICT <br />~~ MANAGEMENT <br />' Rationale Disagreements and differences of opinion. are a normal, even <br /> essential dynamic in any group. Some groups, however, avoid <br />' open disagreements and engage in behind-the-scenes <br /> opposition.. Some groupsengage 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 /> explore differences constructively sa as to solve problems for <br /> internal and external customers. The training seminar includes <br />' Action Planning for skiNs practice on the job. <br />' Workshop 1. Self assessment of conflict style <br /> Content 2. Identify typical reasons for oont1ic~ <br /> 3. Interest-based vs. position-based negotiating <br /> 4. Communication skills for effective interest-based solutions: <br />• feedback, listening, paraphrasing, I statements. <br /> Delivery 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 James Amott, Sr. Consultant, Leadership of the Twin Cities <br /> Investment TRAINING (60 participants) $1800 <br />' (3 session @$600) <br /> <br /> <br />~. <br /> PaSe 6 <br />