Resolving Inter-personal Conflicts
in the Workplace
STATUS: CONFIRMED
Seminar Description
This seminar will present to the participants effective strategies, methods, and techniques in identifying and resolving destructive conflicts between subordinates in the workplace. In addition, this seminar will focus on the proven research-based approaches in planning and conducting highly sensitive conflict resolution sessions to help prevent escalation and expansion of such conflicts to other employees.
Target Participants
Top executives, managers, and supervisors
Instructional Methods
Lectures, mental skills tests, and intensive whole group discussions of case studies and model scripts
Take-Home Materials
Participants' manual, case studies handouts, model scripts handouts, and certificate of attendance
Seminar Outline
I. Seminar Introduction
A. Welcome Remarks
B. Seminar Objectives
C. Seminar Coverage
D. Instructional Methods
II. Conflict Resolution Framework
A. Definition
B. Key Principles
C. Conflict Resolution Framework
D. Conflict Zones
1. Lethargic
2. Optimal
3. Destructive
E. Cost Of Unresolved Destructive Conflicts
1. Overt Negative Behaviors
2. Covert Negative Behaviors
3. Work Sabotage
F. Conflict Signals Detection
G. Contributing Factors
H. Conflict Situation Profile
1. Component
2. Attitude
3. Effect
I. Role Of The Supervisor
III. Mediation Session I: Preparatory
A. Definition
B. Key Principles
C. Benefits
D. Conflicting Parties Identification
1. Subordinate 1
2. Subordinate 2
E. Preparatory Mediation Procedure ( Subordinate 1 )
1. Open The Session
2. Seek The Opinions Of Subordinate 1
3. Seek The Facts From Subordinate 1
4. Seek One Positive Quality Of Subordinate 2
5. Seek If Subordinate 1 Is Willing To Meet
Subordinate 2
6. Describe Your Role As A Mediator
7. State The Next Step
8. Close The Session
IV. Mediation Session II: Actual
A. Definition
B. Key Principles
C. Benefits
D. Actual Mediation Procedure ( Subordinates 1 and 2 )
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Module 1: Rules Setting
1. Open The Session
2. Explain The Importance
3. State Your Expectations
4. Seek The Expectations Of Subordinate 1
5. Seek The Expectations Of Subordinate 2
6. Seek Rules For The Session
7. Seek Commitment To Follow The Rules
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Module 2: Facts
1. Ask Subordinate 1 The Facts Regarding The Conflict
2. Ask Subordinate 2 To Restate The Facts As Stated By
Subordinate 1
3. Ask Subordinate 1 If The Restatement Of
Subordinate 2 Is Correct
4. Ask Subordinate 2 The Facts Regarding The Conflict
5. Ask Subordinate 1 To Restate The Facts As Stated By
Subordinate 2
6. Ask Subordinate 2 If The Restatement Of
Subordinate 1 Is Correct
7. Express Gratitude To Subordinates 1 And 2
For Actively Participating In The Process
8. Explain The Importance Of Active Listening
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Module 3: Desire
1. Ask Subordinate 1 His Desire Regarding The Conflict
2. Ask Subordinate 2 To Restate The Desire Of
Subordinate 1
3. Ask Subordinate 1 If The Restatement Of
Subordinate 2 Is Correct
4. Ask Subordinate 2 His Desire Regarding The Conflict
5. Ask Subordinate 1 To Restate The Desire Of
Subordinate 2
6. Ask Subordinate 2 If The Restatement Of
Subordinate 1 Is Correct
7. Express Gratitude To Subordinates 1 And 2
For Actively Participating In The Process
8. Explain The Importance Of Active Listening
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Module 4: Feelings
1. Ask Subordinate 1 His Feelings Regarding The Conflict
2. Ask Subordinate 2 To Restate The Feelings Of
Subordinate 1
3. Ask Subordinate 1 If The Restatement Of
Subordinate 2 Is Correct
4. Ask Subordinate 2 His Feelings Regarding The Conflict
5. Ask Subordinate 1 To Restate The Feelings Of
Subordinate 2
6. Ask Subordinate 2 If The Restatement Of
Subordinate 1 Is Correct
7. Express Gratitude To Subordinates 1 And 2
For Actively Participating In The Process
8. Explain The Importance Of Active Listening
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Module 5: Revised Desires
1. Ask Subordinate 1 His Revised Desire
2. Express Gratitude To Subordinate 1 For Revising His Desire
3. Ask Subordinate 2 His Revised Desire
4. Express Gratitude To Subordinates 2 For Revising His Desire
5. Explain The Importance Of Revising Their Desires
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Module 6: Solutions
1. Ask Subordinate 1 His Suggested Solution
2. Ask Subordinate 2 To Improve The Solution Of
Subordinate 1
3. State Your Suggestion To Improve The Solution Of
Subordinate 1
4. Ask Subordinate 2 His Suggested Solution
5. Ask Subordinate 1 To Improve The Solution Of
Subordinate 2
6. State Your Suggestion To Improve The Solution Of
Subordinate 2
7. Ask Subordinate 1 and 2 To Select The Best Solution
8. Express Gratitude To Subordinates 1 And 2
For Actively Participating In The Process
9. Explain The Importance Of Collectively Generating
The Best Solution
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Module 7: Behavior Change
1. Ask Subordinate 1 What One Behavior He Will Change
2. Ask Subordinate 2 What One Behavior He Will Change
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Module 8: Action
1. Agree On Specific Action
2. Establish A Follow Up Date
3. Seek Commitment
4. Seek Learning Points
5. Restate The Importance
6. Express Confidence
7. Close The Session
V. Seminar Integration
A. Open Forum
B. Seminar Evaluation
C. Distribution Of Certificates
D. Closing Remarks
Master Trainer
Norman Goss is the first and only recipient of the prestigious Washington SyCip Award from SGV & Co. in Applied Training Technology because of his exceptional competence in conducting information technology and management development courses in major countries across Asia. He has over 25 years experience in designing and conducting corporate training courses to more than 550 leading business organizations in the Philippines, Malaysia, Indonesia, Vietnam, Kuwait, and China.
Norman is the premier behavior-based corporate trainer in Asia whose landmark research in Filipino-based belief modification has made his training courses achieve measurable performance increase in the workplace. He completed his Top Management Program from the Asian Institute of Management and has served as a Faculty in various universities including the University of the Philippines and De La Salle University. In 1990 he served as the Executive Director of SGV-DDI, a firm associated with Development Dimensions International, Incorporated, the world’s leading provider of management leadership training solutions. He obtained his Trainer Certification for the Interaction Management, Targeted Selection, Service Plus, and Targeted Management courses from SGV-DDI. He is a past president of the Philippine Society for Training and Development.
Norman is currently the Executive Vice President for Global Operations of HarryPound Consultants Inc.
Rates per participant:
P6, 500 + VAT until October 29, 2009 and paid within the assigned due date
P7, 500 + VAT starting October 30, 2009 and paid within the assigned due date
P8, 500 + VAT for on-site paymets
FREE 1 SEAT for every 5 seats availed.
