Persuading/Conflict Management

(Two-day Workshop)

Introduction

Participants at this two-day workshop will learn effective persuasion styles and how to improve their ability to influence others. The conflict management training will teach the participants how to recognize the causes of interpersonal conflict and to become aware of the emotional triggers to prevent explosive situations.

Participants will learn new strategies of conflict management that will improve their communication performance, and ultimately increase their success in organizational initiatives such as managing change. We will use an “Influence Quiz” and real back on the job illustrations.

WHAT YOU WILL COVER:

The Negotiation Process

• Perspectives on negotiations
• Critical elements of negotiations
• Stages of negotiation
• Influences on the negotiating process

Negotiation Styles and Assessment

• Identifying your negotiating style and that of the other party
• Exploring persuasion and influence strategies
• Comparing negotiating strategies
• Knowing three distinct negotiating strategies
  o The adversarial / combative (win/lose) strategy
  o The co-operative (win/win) strategy
  o The synergistic (beyond win/win) strategy

Managing Dirty Tricks

• What if the other party does not play fair or uses dirty tricks
• Typical negotiating ploys and tactics
• Tactics and countermeasures

Persuasion and Influence

• Sources of influence
• The ten sources of power
• Trust, likeability and expertise
• Repairing a damaged relationship
• Improving your influence effectiveness

Active Communications

• Examining different behaviour styles
• Recognizing the indicators of behaviour
• Recognizing people under pressure
• Using your power and influence

Conflict Awareness and Barriers

• Conflict vs. disagreement
• The five stages of conflict development
• Barriers to conflict management
• Identify and understand your own conflict behavior
• Apply active listening skills for conflict management

Different Approaches to Conflict Management

• The five-step “conflict map”
• What conflict management strategy is right for you?
• Content vs. relationship conflicts
• Why not to ask “why"

Conflict Management Strategies

• The four Cs: competence, credibility, care, communication
• How to reinstate trust
• How to become solution-focused not problem-focused
• Moving beyond conflict: Asserting yourself, coping with resistance, and saying “no” assertively

Mapping the Conflict

• Conflict management mapping in five steps, from positions to solutions
• Explore a conflict from various viewpoints
• Determine common ground in a conflict
• Generate and implement goal-oriented alternatives

Trust in Minimizing Conflict

• Learn key conflict management fundamentals for building trust
• Discover how trust is lost and how it’s reestablished
• Develop win-win solutions: interests vs. positions

Dealing with Difficult Behavior

• Differentiate between difficult people and difficult behavior
• Discover a two-step process for handling passive and aggressive behaviors
• Learn to create a viable alternative to group conflict – checklist and process

A Game of “Influencing Others”

• Introducing the Money Game
• How you play
• Key insights discovered in the game
• Key learnings – Influencing and Persuasion