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This course shows you how to recognize the deeper causes of interpersonal conflict. It emphasizes skills to help you critically evaluate explosive situations and choose the appropriate strategies and tools to manage and/or resolve these conflicts. You will develop greater awareness of what pushes your buttons and how to control your reactions. You will also be able to assist your direct reports in looking at their own triggers for upset and coach them in behaving in more productive ways.

Many conflicts are situational and focus on business problems. Fortunately, by gaining agreements around a specific issue the tension is easily resolved. However, many times conflicts are based on personality disconnects and these are usually more intense and impactful over longer periods of time.

When you and your team have awareness about both types of conflicts you can evaluate the situation more quickly and make a judgment call on which tools will get the conflict resolved faster and smarter. If you can ask the right questions to find out the underlying cause of interpersonal disputes you have a much better chance of finding a long term solution.

Learning Objectives

  • Recognize the difference between a situational disagreement and interpersonal conflict
  • Recognize the difference between listening for facts and listening for emotional content
  • Identify the 13 personality patterns that can disrupt productivity at work
  • Develop a set of open ended questions that can short-cut tension 
Last updated/reviewed: December 30, 2017

47 Reviews (159 ratings)Reviews

4
Member's Profile
Great perspectives on how we can look at human conflict in an objective way and channel the energies involved in a positive direction. I would like to use this as a discussion-starter toolkit to work with my newly promoted audit manager. Would have been ideal I could hear a few more examples of the "transformation."
4
Anonymous Author
The course aids in gaining a better understanding of the different personality types of yourself and others. Taking time to learn these traits of colleagues will help in developing stronger, more successful work relationships and partnerships.
5
Member's Profile
Valuable course! I felt I was attaching people who I meet with in the business to the content of the course which was helping me and guiding me on how to deal more effectively with them. I love the simple but effective OUT technique.
3
Anonymous Author
This course made me think about the different types of patterns and their impact on work and personal life situations. I would have liked to see a little more focus on how to transform some of the more prevalent ones.
3
Member's Profile
This is a quick and easy course. It's more of an overview than anything in depth, but what do you expect from an hour course. It is good at explaining the different personality types and how they interact.
Member's Profile
Of course there are limits to what can be accomplished in one hour but I don't feel I am any better prepared to deal with conflict within my team, I can now just add a label to each member.
4
Member's Profile
This course was very helpful in identifying different personalities and learning techniques to modify these personalities to compliment each other and succeed as a team.
5
Member's Profile
The presenter did a great job of explaining the topics and provided several examples to support her message. The supporting documents were very helpful too.
5
Member's Profile
Very interesting particularly how to extract the best behavior from others. This is surprising amazing. My team will benefit from my better performance.
4
Anonymous Author
interesting class. Some of the videos were repetitive and I'd prefer only one reference to "more information is available by purchasing my book at..."
3
Anonymous Author
The course is all about different types of behaviors in the work place. The presenter gave honest and real-life examples for better understanding.
3
Anonymous Author
I liked the course, but I felt like the videos in the middle of the presentation interrupted the course's flow, and in some cases, were repetitive.
5
Anonymous Author
Interesting perspective on the work place and how we all have behaviors that are not always the best. It was easy to listen and understand.
4
Member's Profile
I found the course interesting I did not pass the course first time but it gave me the chance to think deeply about the questions.
3
Anonymous Author
This course was insightful to understanding the need to resolve conflict before it becomes toxic to productivity.
4
Anonymous Author
I M Be in charge of different teams in the past but definitly now i have some differents point of you
4
Anonymous Author
It has helped me recognize actions of others and the best way to avoid conflict and be more efficient.
3
Member's Profile
Decent introduction to conflict resolution process and some good examples of what to do or not to do
5
Member's Profile
Course helped me learn a technique to observe understand and transform conflicts at work and home.
4
Anonymous Author
Interesting perspective. I would have liked to have learned more about HOW people can transform.
5
Anonymous Author
It is very interesting and it made me realize about my patterns and how much work I need to do.
3
Member's Profile
Good information; felt credit given did not correlate to the time allotted to maximize benefit.
5
Member's Profile
Sylvia presents real-life examples and offers real-life tips to overcome conflict at work.
4
Anonymous Author
Very helpful in suggesting alternative methods for handling different personality types.
4
Member's Profile
Everyone should take this cours as it helps to understand better some office dinamics.
4
Member's Profile
Good peek at various types of personalities and ties to personal life.
4
Anonymous Author
Offers some good pointers to keep relationships civil and productive.
4
Anonymous Author
Good overview on tips but... hardest part is transforming
4
Member's Profile
Good overview. Lots of material to cover in one hour.
3
Member's Profile
A different perspective on group behavior.
5
Member's Profile
Wish I could print out lesson plan easier.
5
Member's Profile
Sylvia provides tremendous insights.
5
Member's Profile
Great course! Very informative.
4
Member's Profile
Very helpful presentation.
Anonymous Author
I enjoyed the 13 profiles
4
Anonymous Author
Interesting Topic
4
Member's Profile
clear and concise
5
Anonymous Author
great course
4
Anonymous Author
interesting
4
Anonymous Author
good review
4
Member's Profile
no cmments
5
Member's Profile
Helpful
5
Member's Profile
Good!
5
Member's Profile
Good
5
Member's Profile
Good
4
Member's Profile
none
5
Member's Profile
na

Prerequisites

Course Complexity: Foundational

Advanced Preparation: None

Prerequisite: Have been a leader or a team for at least 6 months.

Education Provider Information

Company:
Illumeo, Inc., 75 East Santa Clara St., Suite 1215, San Jose, CA 95113
Contact:
For more information regarding this course, including complaint and cancellation policies, please contact our offices at (408) 400- 3993 or send an e-mail to .
Course Syllabus
INTRODUCTION and OVERVIEW
Conflict Resolution Tips
  4:18Reliving Our Patterns & Uncovering The Connections
  10:04Connecting The Dots
  11:01Overview of Patterns at Work
CONCLUSION
  8:32The OUT Technique and Conclusion
Continuous Play
  39:18Conflict Resolution Tips for Executives and Their Direct Reports
SUPPORTING MATERIALS
  PDFSlides: Conflict Resolution Tips
  PDFConflict Resolution Tips Glossary/Index
  PDFA Quick Look at the 13 Most Common Patterns
  PDFPathway of Change
  PDFConflict Resolution Profile Quiz Paper
REVIEW and TEST
  quizREVIEW QUESTIONS
 examFINAL EXAM