A great program on essential skills for preventing and resolving conflict with best outcomes.

As Carols manager, Serena has observed that she is egotistical and doesnt listen. Serena notes that conflicts often occur in the workplace because people are territorial, aloof, negative or antagonistic. People need to learn to respect individual differences; they may be experiencing difficulties elsewhere in their lives. You must manage your own emotions, particularly when feeling overwhelmed or stressed. When staff are upsetting, Serena adopts a bland expression (even if she is screaming or crying internally). People should be factual  not attacking or defensive. Sam points out to Michael how he is overly critical of Sams policy work. Alex and Sam role-play a customer dissatisfied with a product; and how to acknowledge and apologize. They recognize it is best to follow rules and find common ground  to hold relationships together, despite peoples differences. Focus on fixing, not frustration  this is tough for Michael, who complains about stale food in the fridge, and a messy copy room but must learn to remedy them.

The video is divided into chapters:

1. Respect individual differences
2. Manage your own emotions
3. Be factual – not attacking or defensive
4. Acknowledge and apologize
5. Follow rules and find common ground
6. Focus on fixing not frustration

"Don’t let a conflict at work escalate. Learn to resolve issues effectively"

RESOLVE CONFLICT EFFECTIVELY

Don’t be rude and lose control
INSTEAD: Manage own emotions and be respectful

Don’t attack or be defensive
INSTEAD: Be factual and communicate openly

Don’t stop caring
INSTEAD: Acknowledge and apologize

Don’t get frustrated and give up
INSTEAD: Find common ground and follow rules

• All staff
• Teams
• Managers

• DVD

• Comedy
• Drama