Conflict Resolution - Prevent, De-escalate, Resolve

Does it seem like there are conflicts brewing left and right? Do you see this too? We are not alone. Unfortunately, many business leaders are realizing this negative issue is not just knocking at them but is already inside their doorsteps, creating counterproductivity.

Behaviors like gossiping, stonewalling, belittling, passive aggressiveness, fingerpointing, and hypercriticism are causing unhealthy, unhappy, and unproductive work environments and proving costly to organizations. According to CPP, Inc., conflicts in the workplace cost American businesses billions of dollars. For example, one increased expense is paid leave. Their research found that 25% of workers admitted that conflicts have caused them to call in sick to work at least once, without really being sick.

On top of affecting workers negatively, conflicts also cause managers to spend countless hours dealing with them. The Washington Business Journal calculated that managers spend an average of 25-40% of their time dealing with workplace conflict. Doing the math, for a normal 40-hour-a-week schedule, that is 43-69 hours per month. Wow!

Conflict comes in many shapes and sizes. It can be between you and another, between two of your employees or co-workers, or even involving customers and outside individuals. You will benefit by gaining a general knowledge of how to spot conflict brewing, how to best nip it in the bud, and what to do if it gets out of hand.

This topic was developed into training due to a client request as they were anticipating conflict upon re-opening their business doors after the COVID-19 pandemic. They had concerns that their customers would not like the changes they had made, be frustrated with the waiting time to be served, and take it out on their employees. There was also concern that the employees would need to re-learn how to work side-by-side again in a cooperative, patient, and kind way.

Does workplace conflict take up a lot of your time and energy? Now is the time to give yourself, your leadership team, and all of your employees the tools to help minimize conflict.

With this resource-loaded, fast-paced, and relatable course, you will receive tools, tips, and techniques to use to successfully lead your team. By the conclusion of this training, you will have actionable items and tools to implement the learning objectives and achieve sustained success.

This is a PowerPoint instructor-led presentation that includes a lecture, audience participation, and key takeaway action plans and is qualifiable for 1.0 CEUs/instruction hour.

1. A closer look at conflict

• Burning questions
• Underlying Causes
• Conflict Behaviors
• Common Conflict Strategies
• Misconceptions
• Remote Workers
• Affects

1. Conflict prevention

• Awareness of self and others
• PEKs
• Actions
• Graham’s Hierarchy of Disagreement
• The Gray Rock Method
• Self-Reflections

1. Conflict resolution with de-escalation tips and techniques

• The power of one word
• Heated arguments
• Finding compromise
• Mental health emergency
• A T.E.A.M. approach
• Mediation
• Back to Basics 1-2-3

• Identify and know how to respond to various levels of conflict behavior. 
• Recognize our natural responses to adversity. 
• Explore conflict prevention measures. 
• Learn how to strengthen verbal and nonverbal communication skills. 
• Gain de-escalation strategies for safe interventions. 
• Determine resolution options. 
• Explore best practices. 
• Learn tips and techniques. 
• Determine expectations and responsibilities.

• Human Resource Professionals
• Supervisors
• Managers
• Business Owners
• CEOs
• COOs
• CHROs
• Presidents
• Vice Presidents
• Employees.

Deborah Jenkins is a workforce and leadership trainer, keynote speaker, business management consultant, executive coach, and writer, who helps entrepreneurial organizations of any size or industry to leverage their corporate culture advancement through development of their leadership and human capital assets.

In addition to having a Bachelor’s Degree in Human Resource Management and Professional Certifications from renowned organizations including a SHRM-CP from the Society for Human Resource Management (SHRM) and a PHR from the Human Resource Certification Institute (HRCI), she has over 25 years of real world experience in human resource management, business consulting, and training and development in a variety of industries including higher education, manufacturing, construction, accounting, telecommunications, retail, health care, fitness, government, union, and nonprofits. She serves her clients by using her expertise in leadership growth and development, teamwork and collaboration, change management, emotional intelligence and agility philosophies utilizing neuroscience principles, employee engagement, motivation and innovation, problem-solving using critical thinking skills, and most passionately, Diversity, Equity, and Inclusion.

Deborah is also an Authorized Everything DiSC® Partner, offering her clients the valuable personality assessments and solutions that address personal tendencies, preferences, and approach agility.  Further, she has been a active member and board member for SHRM local and state chapters as well as Toastmaster’s International local chapter. Deborah is a life-long Montanan and when she isn’t busy with her business, HR Solutions, LLC, she enjoys roaming the mountains with camping, hiking, and 4-wheeler adventures, tooling the lakes on her SeaDoo’s, tending to her yard and garden, entertaining family and friends, and indulging in meditative pi-yoga.