Organisation: Sales Training International
Category: Customer Satisfaction Training
Description: Conflict has two faces – one positive and one negative.
In the positive use of conflict we find it is a critical component of generating synergy. Synergy occurs when two opposing or different ideas come together to create a third idea that can achieve a better result than either of the two original ideas could have achieved on their own.
In the negative use of conflict we find that at critical junction points one or both sides decide to” dig in” and defend their idea to the exclusion of other ideas in order to create an impasse.
Ironically, many of the interventions needed to move from the negative side of conflict to the positive side come from the activities we engage in to create the positive side synergistic breakthrough ideas. However, to increase the possibility of success when moving away from a negative environment, the interventions must be introduced using specific skills and strategies which will be taught in this course.
Upon completion of this course you will be able to:
Define conflict and explain how it is both a catalyst for positive synergy and for negative impasse
Understand the parallel patterns of steps for conflict the catalyst and conflict the antagonist
Know the components of conflict
Understand how the “Elements of Risk” influence the ability to gain and use power
Learn about the different approaches to working with conflict and how they affect outcomes
Understand how the “gain” or “loss” interpretation given to a Triggering Event influences the direction of conflict to the positive or negative face
Know how to set the meeting and the agenda in a neutral manner and how to select a location that is conducive to the topic of conflict
Know how to set the ground rules for working with conflict
Define values and how they become the driving force under the surface conflict
Understand the relationship among Needs, Interests, their Options and Positions
Transition, reframe and convert non-negotiable position statements into negotiable statements of interest
Understand how to safely use brainstorming to Expand the solution options for a conflict
Use “idea blending” during brainstorming to create synergistic ideas that all participating parties can support
Understand how the “grief process” produces anger that leads to Impasse and what to do about it
Use nine different methods to settle an impasse
Select and use appropriate strategies for working with difficult people
Narrow down the selection of idea options by running them through the capabilities, constraints, expectations and requirements filter
Use consensus building to generate solutions, resolutions and agreements that are acceptable to all participants
Know the characteristics of good agreements
Practice using real life case studies created during the session
Course Length: 2 days
Price: NA
Contact: Sales Training International
1201 Lake Woodlands Drive
Suite 4012
The Woodlands (Houston)
TX 77380 USA
Email :
info@saleshelp.com
Webmail :
http://www.saleshelp.com
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