Objectives:
Participants learn communication and conflict management skills and develop an understanding that (1) conflict is normal; (2) how we deal with conflict determines the outcome; and (3) there are positive ways to handle conflict.

The training format combines mini-lectures; individual, small- and large-group practice exercises; discussion; and role-plays designed to suit the needs of the trainees. You may add or subtract agenda items to fit the time available (usually three to eight hours) and needs. The topics that can be covered include:

• Introduction
• What is conflict?
• Conflict management styles: self-assessment to learn more about how you deal with conflict situations (e.g., avoid, confront, negotiate, collaborate).
• Communication skills: active listening; paraphrasing; reframing; nonverbal cues; "I" and "You" messages.
• Perceptions and attitudes: seeing things differently; biases; how fights begin and how they escalate; setting the stage for peaceful negotiation
• Six-step conflict resolution process: fighting fair (how to handle disputes peacefully); the difference between facilitated (mediation) and non-facilitated processes to resolve interpersonal conflicts; clarifying issues; brainstorming for options; evaluating options; and interest-based negotiating.
• Putting it all together: role-playing the six steps; questions and answers; course evaluation; certificates of completion

$100 (per hour; per trainer. Class size limited to 24 per trainer. Large groups can be accommodated with advance planning)

Scheduling
To schedule this course, please contact Good Shepherd Mediation Program at (215) 843-5413.