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This Conflict Management Workshophelps participants manage and resolve conflict that may emerge between teams or individuals.


By understanding the evolution, root causes, and different ways to deal with conflict, the participants will be better prepared to deal with conflict in a manner that produces a positive outcome.


The case studies used during the course address a variety of work-related conflicts. The skills taught during the workshop apply to all workplace relationships including intra-personal relationships, inter-team and intra-team relationships, and client and supplier relationships.

Session Outline

By completing this workshop, participants will:

  • Gain greater confidence by viewing conflict as an opportunity, not a threat
  • Examine a challenging business situation "from their point of view"
  • Improve personal effectiveness when faced with conflict
  • Improve teamwork skills using a win-win or win-not-lose resolution approach
  • Use different strategies, tools, and approaches to resolve conflict

Agenda

9 AM

30 mins

Opening
• Welcome
• Workshop objectives
• Today’s agenda
• Housekeeping
• Introductions

9:30 AM

45 mins

Understanding Conflict
• Quick Video: The Conflict Around Us…
• Thoughts on Conflict
• Small Group Discussion: Examples of Workplace Conflict (Positive / Negative)
• Impact of Conflict in the Workplace
• The Path to Conflict
• Case Study Exercise: Map the ‘Path toConflict’

10:15 AM

15 mins

Participants complete “Conflict Management Style Questionnaire”

10:30 AM

15 mins

Break

10:45 AM

60 mins

Role-Play (Based on Path to Conflict case study )
• 10 Minutes Planning
• 5 Minutes Per Role-play
• Review and Feedback

11:45 AM

45 mins

Causes of Conflict
• Quick Question: What causes conflict at work?
• Cause 1: Different Perspectives / Sense and Nonsense (and case study discussion)
• Cause 2: Hot Buttons and Catalysts (and case study discussion)

12:30 PM

60 mins

Lunch Break

1:30 PM

30 mins

Responses to Conflict
• 8 Common Responses to Conflict
• Conflict Style Questionnaire (Scoring Your Questionnaire)
• Analyzing Your Results
• Case Study Discussion (optional, based on time)

2 PM

60 mins

Preventing Conflict
• Pick the right time, place, medium (and workbook exercise / case study discussion)
• Use Effective Communication / Effective Verbal and Non-Verbal Communication
• Mini Role-Play (with suggested issues)
• Debrief: Differences in Words, Voice, Body Language (during 2 parts of role-play)
• Stop the Blame Game (with workbook exercises and case study discussion)
• Focus on the Facts (and exercises)

3 PM

15 mins

Break

3:15 PM

60 mins

From Conflict to Collaboration
• Stay Calm and Be FAIR (and exercise)
• Listen Actively (and passive / active listening exercises)
• Invite the Other Party’s Solution (and exercise)
• Manage the deadlock (and small group discussion)
• Responding to Deadlock: Tips & Hints

4:15 PM

60 mins

Role-Play (Based on previous case study or a new one selected by the group)
• 10 Minutes Planning
• 5 Minutes Per Role-play
• Review and Feedback

5:15 PM

15 mins

End of Day Wrap-Up
• End of Day Discussion
• Continuous Improvement / Action Planning
• Evaluation forms

5:30 PM

5:30 PM

End of Workshop

Speakers

Tickets

A prepayment is required when choosing 'Members only price' or 'Standard Price'.

“会员票价”及“标准票价”要求您在提交注册信息后即刻完成在线预付,若您希望在活动现场支付门票,请选择“现场票价”。
Member Ticket
Member Price RMB 2,650
Member Company Employee Ticket
RMB 3,650
Non-Member Ticket
RMB 4,650

Registration

  • All registrations shall be made online before the session. For full-day sessions, payment also shall be made before the session.
  • For half-day sessions, AmCham Shanghai members are eligible to attend free of charge with Training Credit*; AmCham Shanghai members without Training Credit are eligible to attend at “Member Rate”; Employees who work at AmCham Shanghai member companies are eligible to attend at "Employee Rate".
  • For full-day sessions, AmCham Shanghai members are eligible to attend at “Member Rate”; Employees who work at AmCham Shanghai member companies are eligible to attend at “Employee Rate”; Non-members are eligible to attend at “Non-Member Rate”.
  • Limited spaces are available and attendance will be given on a first-come, first-served basis.
  • Members please bring your membership card and non-members bring your business card upon check-in at the training session.
Walk-in and Cancellation Policy
  • This session requires confirmation of attendance in advance. If you attend this session without prior registration, you will be charged an RMB50 "walk-in" fee as member and RMB100 as employee.
  • Cancellation: If you need to cancel your registration for a half-day session, please notify Ivette Corominas at (86 21) 6279 7119 ext. 5671 or email ivette.corominas@amcham-shanghai.org no less than 24 hours in advance. If you need to cancel your registration for a full-day session, please notify Ivette Corominas at least two weeks prior to the session for a full refund. Cancellation made within two weeks before the session will not be refundable.
  • To ensure that you have a seat, please come to the session on time. Open seats will be released to other guests 15 minutes after the session starts.
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