With predictions of an economic downturn and global recession looming, [there will be] pressure to cut back on training programs... One particular training area that should not be cut, because investment in it will pay off, is conflict management skills. Because workplace conflict is likely to increase during an economic downturn, equipping staff and managers with the confidence and skill to manage conflict in difficult times will help organizations adapt and even thrive. — Forbes, Oct. 2022
Our programs equip stakeholders at every level of any organization with the tools they need to manage, reduce, and/or eliminate conflict, leading to a more productive, inclusive, engaged organizational culture, better decision-making and a reputation that will attract top-tier talent. Whether you need a short online course for one team, a weeklong (or longer) onsite training program for your whole organization, or anything in between, we can provide the conflict resolution and workplace culture training to meet your needs.
For organizations interested in developing their own training teams to teach these skills, techniques and strategies, we offer a Training of Trainers Program.
All of our courses can be completely tailored to your organization's needs. Schedule a free consultation to discuss the training best suited for your team, department or organization.
How Participants Rate Our Programs
96% of participants rate our Workplace Conflict Resolution Training Programs as Excellent or Good.
The ability to resolve and manage conflict in the workplace is an essential core competency for leaders and managers today. It is no longer enough to send aggrieved or disputing parties to HR for a solution, especially if HR is not trained in conflict resolution techniques. Employees express greater job satisfaction in a workplace that values a shared, open and transparent process for identifying, resolving and managing inevitable conflict. Organizations that embrace this value make individual and organizational success and growth possible. This program teaches participants how to resolve conflict in six, easy-to-follow linear steps. Participants apply what they learn to a case presented in class. All participants return to their organization with tools and immediately executable skills for resolving conflict in their workplace. If your organization has a particular, typical or recurring conflict that you would like to solve, we are happy to use your workplace conflict as our case study. Participants from your organization will solve a highly relevant conflict with the skills they acquire in class, under the guidance of our program instructors. The most important things that participants will learn in this program are: ° How to create an effective atmosphere and plan for resolving conflict. ° How to identify individual and mutual interests. ° How to generate and evaluate options for resolution. ° How to build solutions and create action plans for agreed upon resolution. ° How to apply conflict resolution tools and techniques in real life cases. This program is usually taught as a full day course, broken into two, three hour sessions, but can be expanded or condensed based on your organization's needs. The Workplace Conflict Resolution course is typically offered as a private training for members of a single organization, but we currently have a session scheduled for professionals from various organizations.
A new cornerstone of effective management philosophy, Facilitation and Mediation skills are essential core competencies for organizational leadership today. The focus of facilitation and mediation in an organizational environment is on managing discussions and meetings in a way that is collaborative rather than dictatorial. Successful leaders must know how to position themselves as facilitators rather than order-givers. Decisions that evolve from collaborative involvement of group participants are far more likely to find success than dictated decisions because collaborators develop a sense of ownership and incentive to contribute to the success of decisions in which they provided input. A facilitator is skilled at managing process and content during meetings and discussions. Facilitators help individuals and groups resolve conflict or arrive at their objectives by ensuring that every participant’s contribution is heard, and the processes being used are productive and empowering to all group members. The focus of the facilitator is on achieving meeting goals in a manner that satisfies every participant. The facilitative approach to decision-making in the modern workplace builds an environment of engagement, inclusion, and trust. We know that employees who feel connected, valued and heard are more innovative, productive and satisfied with their work. Facilitation and mediation are among the most critical skills needed for developing a sustainable, positive culture - one that will attract and retain top talent, enabling an organization to effectively compete and thrive. Objectives - Participants will leave this program with: ° The ability to guide and manage how group members: - Talk to each other - Identify and solve problems - Make decisions - Handle conflict ° The ability to differentiate between process and content in the context of a group discussion or mediation ° Tools for preparing for a meeting that requires facilitation and/or mediation ° Skills used by successful mediators and facilitators when helping groups reach consensus ° Skills for managing disruptions, and working with difficult people in group meetings ° Intervention techniques and knowledge about when and how to implement them This program is typically taught as a full day course, broken into two, three hour sessions, but can be expanded or condensed based on your organization's needs. The Workplace Mediation & Facilitation course is offered online or in-person. Your organization may customize this training program to include exercises directly related to issues within your workplace, expand or condense the material covered, and schedule the training at the times and in the locations that work for the groups you want to receive training and development.
This certificate program is presented in three Tiers of Training. Tier 1 is a ninety-minute segment that teaches skills and techniques that enable front line staff, customer or constituent-facing personnel, managers and leaders to successfully de-escalate conflict when faced with anger, hostility or aggression in the workplace. It provides psychological insight into what causes conflict to escalate, eight immediately executable skills for de-escalation, and an opportunity to test the skills taught in role play exercises. Tier 2 is a sixty-minute segment that builds upon Tier 1 by providing more advanced training for designated Conflict Resolution Teams and is recommended for team leads and in-store management staff. Tier 2 delves further into psychological factors, addresses risk and protective factors for violence and teaches how to design specific protocols for organizational conflict resolution teams. There is an opportunity to practice what is learned in Tier 2 through role play exercises. Tier 3 is a sixty-minute segment that addresses how to maintain workplace morale and a sense of security and support after an intense or disturbing incident. Ideally, protocols developed in accordance with knowledge gained in this segment should align with organizational core values. Course Agenda Tier 1: Fundamentals of Conflict De-escalation ° Why Do Conflicts Escalate? ° 8 Steps of Conflict De-escalation ° Role Play Exercises Tier 2: Advanced Conflict De-escalation ° Psychology of the Point Person-personality, trauma and consent ° Risk and Protective Factors for Violence ° Specific protocols for your team ° Advanced Role Play Tier 3: Post Conflict Team Support ° Importance of workplace morale for staff ° Why Peer Counseling? ° Protocols for Intense and/or Disbursing Incidents All three tiers of the Workplace Conflict De-escalation course are offered online or in-person. Your organization may customize this training program to include exercises directly related to issues within workplace, expand or condense the material covered, and schedule the training at the times and in the locations that work for your schedule.
Failure to properly prepare for challenging discussions often leads to conflict in the workplace. Learn how to plan, structure, and manage challenging discussions in a meaningful way. The ability to do so will help you achieve positive, productive outcomes rather than generate resentment, hostility, and conflict. This program is typically taught as a full day course, broken into two, three hour sessions, but can be expanded or condensed based on your organization's needs. The Leading Challenging Conversations course is offered online or in-person. Your organization may customize this training program to include exercises directly related to issues within workplace, expand or condense the material covered, and schedule the training at the times and in the locations that work for your schedule. The most important things that participants will learn in this program are: ° How to plan difficult conversations in advance to ensure the best possible outcomes ° How to structure information, manage tone, and frame situations so the message is received positively, rather than defensively ° How to manage difficult conversations when things don't go as planned, so even unforeseen difficulties don't stop you from achieving positive outcomes
Whether it’s through gossip, exclusion, excessive criticism, intimidation, gaslighting, invasion of privacy, offensive comments, screaming or use of profanity, the workplace bully has a negative impact on your organization’s culture. Learn skills and techniques for putting an end to workplace bullying. Participants receive tools for creating an effective Code of Conduct, bullying policies, and reporting procedures to end this harmful behavior. The Management of Workplace Bullying course is offered online or in-person. Your organization may customize this training program to include exercises directly related to issues within workplace, expand or condense the material covered, and schedule the training at the times and in the locations that work for your schedule.
Intervention & Prevention
Fully a third of today’s workforce says it is under extreme stress at work. This may manifest itself as lateness or absenteeism from work, increased apathy, difficulty working with co-workers, making excessive or careless mistakes, or an increase in destructive behaviors like drug and alcohol use. Employees suffering from burnout can be emotionally depressed, unable to concentrate, feel tired and irritable and even experience physical ailments like headaches, nausea, or changes in appetite. This Program will teach you about the warning signs of burnout in a healthcare organization and strategies for preventing it. By preventing burnout in your organization, you improve workplace culture, employee engagement, productivity and job satisfaction, allowing you to retain your most valuable asset. The Reducing Employee Burnout course is offered online or in-person. Your organization may customize this training program to include exercises directly related to issues within workplace, expand or condense the material covered, and schedule the training at the times and in the locations that work for your schedule.
This Trainer Certification program is designed for professionals who want to provide professional training to organizational leaders, managers and other employees in workplace mediation, conflict resolution and other core competency skills. All of the skills taught in this program are necessary and essential for Top Tier Trainers to help organizational stakeholders build upon or develop positive organizational culture, a critical requirement for attracting and retaining top talent today. This comprehensive, all-inclusive program incorporates all of the essential skills necessary for successful training in this growing area. Graduates are Certified Workplace Trainers (CWTs) with the training and core competency skills necessary for teaching others how to Mediate and Resolve Workplace Conflict, how to De-escalate Conflict when it arises, how to Facilitate small and large group discussions, how to Lead Challenging Conversations, how to use Self-awareness in the Workplace: empathy, mindful decision-making, social and emotional intelligence to influence behavior and build positive organizational culture. Core competencies work in synchrony to provide the Certified Workplace Trainer with a crucial, well-rounded approach, without which, trainers simply cannot be fully competent to teach others 40 Hour Program: This Trainer Certification Program is offered in person and online (live) in the following options. Onsite Live: 6 Days live, on-site (6 daily in-class hours plus 4 outside assignment hours) Online Live: 8 Weeks live, online (4.5 weekly class hours plus 4 outside assignment hours) Tuition: $1,695/participant 3 or more participants from the same organization: $1,595/participant 10 or more participants from the same organization: $1,495/participant Discounts are available for non-profit organizations, educational and governmental entities. Please call (800.306.1020) or schedule a free consultation with button below to learn more.