Handling Conflict With Tact & Finesse
Take a fresh
approach to an age-old problem
Find Positive Solutions to
Conflict is bound to happen. Sometimes it comes out of the
blue and other times it has been brewing for a while. When the situation finally
comes to a head and you’ve got to respond, your reaction makes all the
difference. You don’t want to roll over but you don’t want to be rolled on. Flat
out: Conflict makes your workday miserable and the wrong move will end up
putting a roadblock in your career success. Join us for proven ways to get
through these tough situations.
Use proven methods to keep your cool under fire
You’ll start handling conflict without all the negative emotions – the anger,
anxiety, guilt or embarrassment that frequently fueled your interactions. The
temptations to blow up or shut down will be under control. You’ll be the one to
take on the situation with composure, a clearheadedness that brings clarity and
resolutions to the issue. At
Handling Conflict With Tact and Finesse, you’ll assess
your conflict management style – build on your strengths and address your
You’ll learn techniques to defuse tension
Whether the stress occurs between groups of people or you and one other person,
you’ll be equipped with strategies that bring the problem, not the
personalities, into focus. Diagnose disagreements and discover the hidden causes
that are blowing up the situation. Transform the negative energy into useful
Apply different approaches for different personality
types and situations
Not all conflict situations are created equal. You won’t get a
“one-size-fits-all” approach to conflict management. You’ll recognize each
situation for what it is and gain a higher level of understanding to reach
positive results. Develop active listening skills and know when it’s better not
to confront. No matter when and where the conflict arises, you’ll feel
confident, prepared and capable of handling the challenge.
Conflict won’t ever go away but you can handle it – tactfully,
positively and confidently!
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This Seminar Will Benefit You
React or Retreat? Sometimes our reactions under fire surprise
Take this fun quiz and see what you’d do in each instance. If the following
situations would make you React (i.e., angry
reply, tears, etc.) give yourself 2 points.
If you would Retreat and do or say nothing,
give yourself 1 point.
1. The person in the cube next to you is always on the phone
personal business on company time in a loud voice.
2. You have trouble meeting a deadline because the manager in the other
department did not get information to you in a timely manner.
3. During a departmental brainstorming meeting, you’ve come up with a brilliant
idea. Your peer has taken that idea to the boss and taken credit for it too.
4. You arrive on time for a scheduled meeting. The other person never shows.
5. After you leave work every day, “someone” goes through your desk to
borrow a stapler or a pen or a tablet and never brings anything back.
6. The classical music lover in the next cube is playing music too loud and
you can’t concentrate.
7. You are verbally attacked at a meeting by a co-worker you have always
considered to be a confidante.
8. You find out through the grapevine that a couple of people are
spreading rumors and gossiping about you.
9. You are working on a project with three other employees. One person always
has other commitments and doesn’t pull the load, and you have to do more
than your share to get the job done.
10. Someone passes on something you said in confidence about your boss.
11. Everyone always expects you to pick up the birthday cakes, special
snacks and treats.
12. You are told an offensive off-color joke using language you don’t
13. Your friend makes a big-time mistake and knows it. Your long-time friend
asks you not to mention it to your boss.
14. The rules in your company are not applied evenly. Some people don’t have
to keep the same company hours.
15. Other departments are always on break – seems like no one
else in the company ever works.
Scoring: For each React answer, score 2. For each Retreat answer, score 1.
Total points :_________________________
If you scored between 30 and 25,
you might be getting the reputation as a warrior. The lessons you’ll learn in
Handling Conflict With Tact and Finesse will make sure that your up-front
attitude does not cause bad feelings with other staff members.
If you scored between 24 and 20,
things that you are letting slide might be building up inside you and cause you
to react more strongly to other situations. Handling Conflict With Tact and
Finesse will make sure you know the difference between the two major types
of conflicts and that you are picking the right subjects to resolve.
If you scored between 19 and 15, you are
uncomfortable with conflict situations. This seminar will give you strategies
for approaching people tactfully while still expressing your true feelings on
the matter. Those “butterflies” you keep getting will disappear as you begin to
use conflict-resolution techniques.
The toughest thing about conflict is that there is no one
“right way.” Different
situations call for different approaches. Handling Conflict With Tact and
Finesse will help you recognize the manifestations of conflict and give you
an entire arsenal for defusing and disarming its negative effects.
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conflict occurs - so you can head it off at the pass!
- Common myths about conflict that lead us astray
- Exploring the basic causes of conflict
- Surefire strategies for minimizing causes of conflict so it
doesn't arise in the first place
- The accepted approaches to conflict management and when
each is helpful
- Recognizing why pouting, avoidance, power plays and
manipulation never resolve conflict
- How fear of conflict can hold you back - personally and
- The plus side of conflict: growth opportunities conflict
offers and how to benefit from them
Problem-solving techniques for navigating your way through conflict
- Critical rules of interpersonal problem-solving that will
keep you on track
- Essential questions to ask yourself before you do anything
- Exercise: Using problem-solving worksheets to figure out
- The 3-step A.C.E. Method to conflict resolution
- Conflict-resolution skills every professional should know
- Compromising positions that work
- Big "don'ts" to avoid during conflict
Never the twain shall meet: Managing differences between others
- Should you get involved? Here's how to decide
- How to diagnose disagreements
- Secrets master diplomats use to negotiate agreement between
- The importance of avoiding the "placing blame" trap
- The art of turning arguments into fact-gathering,
- Critical steps that lead to agreement
- Building a framework of trust for your team or work unit
- Power tips for dealing effectively with various negative
assertiveness can help you lead, motivate and persuade others
- Steps for getting beyond fear of confrontation
- Turning your anxiety into an asset
- Confrontation 101: “How-to’s” for confronting someone in a
calm, professional manner
- Stop … think … use your head: how to
- How to neutralize paralyzing emotions
- If tears threaten: proven techniques for stemming the flow
- Breaking the guilt-bind
- Self-validation: a powerful take-home tool that teaches you
how to come out on top in conflict
Managing anger - your
own and that of others
- Basic facts you should
know about anger
- Subtle symptoms of
- The lost art of anger
management: an easy-to-use 4-stage anger response
- Ways to deal with
- How to get your point
across without blowing your top
- What you must know to
minimize antagonistic behavior
- Tactics for defusing
an angry person during a confrontation
- Crisis management:
What to do when someone's anger threatens to
turn into violence
How to handle specific
confrontational situations with ease
- Techniques for dealing
with backstabbing and ridicule
- What to do when you're
challenged or put down in front of others
- Tips for handling
criticism without getting defensive or upset
- How to deal with
people who treat you disrespectfully
- Recognizing and
dealing effectively with the aggressive tactics of others
- What to do if someone
gets verbally abusive during a disagreement
- How to respond when
others try to drag you into an argument you
want no part of
Opening up the
lines of communication to minimize conflict
- The 3 C's of conflict
- Essential speaking
skills for conflict situations
- Choosing your words
well: Increase understanding and the battle
is half won
words that should never leave your lips during confrontation
- Keys to direct, clear
communication that will end crippling mixed messages forever
- Active listening
skills that will help you hear what's being said -
and avoid misunderstandings
- How to follow-up once
the confrontation is over
Taking care of
No. 1 (that's you!) when conflict takes
- Powerful principles
for maintaining positive human relationships
- How to stop
- Self-talk: Could what
you're saying to yourself be sabotaging your efforts?
- Breaking the cycle of
- Dealing with "toxic"
- Letting go of rage and
- The 5-step process for
reclaiming your self-esteem
Satisfaction Is GUARANTEED!
At National Seminars, our #1 goal is to give you the tools you
need to succeed. That's why every seminar, conference and training resource we
offer is 100% guaranteed. Every time.