Description
Equip your frontline supervisors with the skills to effectively transform inevitable workplace disagreements into opportunities for team growth and cohesion. This course provides comprehensive training in communication, emotional control, and proven mediation techniques to address conflicts before they become destructive.
Why This Course Is Essential for Your Supervisors
Conflict is not about if but when it will occur. While ordinary conflict can spark creativity and strengthen a team, escalated or prolonged conflict is destructive. This training turns your supervisors into skilled Reconcilers and Mediators, capable of achieving mutual understanding and increasing professional success.
What Your Supervisors Will Learn
Your supervisors will master a four-move strategy for conflict resolution:
Move One: Becoming a Reconciler and Mediator
- Understand that conflict is an opportunity for positive change, not a “bad” event.
- Self-assess their own conflict response style using the provided tool to understand and improve their tendencies.
Move Two: Understanding the Roots of Escalated Conflict
- Learn that escalated, destructive conflict is often driven by a person’s underlying core fears (e.g., feeling inadequate, rejected, or losing control)
- Investigate how to avoid escalating conflicts by empathizing rather than judging and taking responsibility for achieving mutual understanding.
Move Three: Effective Communication Skills During Conflict
- Learn to Take Personal Responsibility for their own thoughts, feelings, and actions, and stay focused on the “higher purpose”.
- Master the art of timing, knowing when to address conflict Now or Later.
- Learn to Create a Safe Environment by honoring others, avoiding judgment, valuing differences, and building trustworthiness through consistency.
- Commit to Staying on The High Road by avoiding “Verbal Land Mines” like generalizing the conflict or making unconfirmed accusations.
- Practice Active Listening and empathy, recognizing that “People Usually Won’t Listen Until They Feel Heard”.
Move Four: Supervisory Reconciliation and Mediation Interventions
- Learn how to Assess and Gain Commitment from employees to resolve conflict, motivating them through discussions of Pain, Pleasure, Purpose, Performance, and Personal Power.
- Learn to Wait to Bring Them Together, starting instead with One-on-One Session(s) to simply listen to each person’s story and assign “homework”.
- Lead Group Session(s) with clear ground rules, requiring participants to rephrase and repeat back what they heard.
- Guide parties to Create a Plan To Move Forward, focusing on future behavioral expectations and communication.
This training provides your supervisors with the core communication and mediation tools needed to manage team conflict with confidence and competence.
What’s Included:
- This training curriculum provides comprehensive materials designed for engaging adult learning, including:
- Visually impactful PowerPoint presentations: Featuring modern design, relevant imagery, and clear layouts to enhance comprehension and retention.
- Detailed instructor notes: Embedded within the PowerPoint slides, offering guidance on key concepts, discussion points, and activities.
- Comprehensive instructor manual: Includes a detailed training agenda, facilitator guidelines, tips for classroom management, and assessment tools.
- Interactive student manual: Provides space for note-taking, reflection activities, and application exercises.
- Engaging class discussion questions and activities: Designed to encourage participation, critical thinking, and real-world application.
Benefits of “Take and Teach”
- Cost-effective: Reduces the cost of external training by providing reusable materials.
- Flexibility: Train supervisors at your own pace and schedule.
- Customization: Adapt the materials to fit your agency’s specific needs and context.
- Consistency: Ensure all supervisors receive standardized training on essential topics.
