Conflict management and difficult conversations

Benefits

Conflicts are unavoidable in everyday working life – whether between colleagues, within teams or at management level. What matters is not whether conflicts arise, but how we deal with them. In our practice-oriented workshop “Conflict Management” your employees and managers learn to recognise conflicts early, address them constructively and guide them towards a sustainable solution. In doing so, they come to understand conflicts not only as a challenge, but also as an opportunity for development, clarity and innovation.

We apply various tools: active listening as a social skill, or your own inner attitude as an appreciative and open guide. People tend, under tension, to speak to others the way they speak to themselves internally. Their attitude toward themselves rubs off. The core of conflict competence, however, lies in recognizing this and adjusting it.

Objectives

Possible goals of your company workshop could include:

Participants

• reflect on their own behaviour patterns in conflicts
• know various models of conflict management
• apply effective conversation techniques
• practise in different conflict situations

Content

• Using body language and voice optimally while seated
• How the verbal, paraverbal and nonverbal levels of communication interact
• Formulating messages with focus and purpose
• Starting with the heart: focusing on what you really want
• Learning to notice: recognizing when a conflict is brewing
• Creating security: nonviolent communication
• The ZEIGE method: persuading without steamrolling others
• Mirroring, questioning, paraphrasing: how to listen when the other person gets angry
• Taking action: how difficult conversations lead to results
• When others argue: mediation and support
• Smart questions in conflict-laden situations
• Exercises against nervousness
• Exercises to get yourself into a good state