Page 46 - Dale Carnegie Course Catalog

Conflict Mediation
Primary Competency Categories:
Conflict in the workplace can lead to a decline in productivity, peace of mind and the overall well-being of the organization and the individuals involved. When conflict reaches a point where it is disruptive or damaging to internal or external customer relations, mediation may be the answer.
At the completion of this module, participants will be able to:
 Determine when mediation is necessary
 Listen impartially to individuals experiencing conflict
 Facilitate open communication between individuals in conflict
 Guide involved individuals towards resolving the conflict
• Communication
Advances the abilities of individuals and the organizations through active listening supported with meaningful oral and written presentation of information.
• Conflict Resolution
Creates harmony in stressful interpersonal situations and brings people together who have been separated by their differences.
Conflict to Collaboration
Primary Competency Categories:
Conflict situations are frequently complicated and difficult to resolve. By yourself, you may have limited capacity for dealing with the many issues that might be involved. By collaborating with others within and outside of your organization, you can access the experience, expertise, creativity, and values of other professionals to bring the situation to a successful conclusion.
Collaborative solutions to conflict situations enable everyone involved to feel that everything was done to resolve the situation professionally. It takes the pressure off of you to have all the answers in these situations, and brings many expert viewpoints to bear on a successful outcome
At the completion of this module, participants will be able to:
 Identify opportunities for collaborative solutions
 Enlist the skills and abilities of others to provide support and direction
 Collaborate with others to reduce conflict and create synergy
 Build a collaborative environment through shared values
• Conflict Resolution
Brings people together who have been separated by their differences.
• Teamwork
Organizes tasks, people, and resources to deliver most effectively.
Creating Organizational Impact Primary Competency Categories:
POWERFUL PEOPLE SKILLS INSPIRING PRESENTERS
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LEADERS WHO BUILD AMAZING SERVICE
Organizations want improved organizational results. People want to make their jobs easier and be more effective. Our job as facilita- tors is to help associates see how organizational strategic objec- tives link to their department, their team, and their individual goals. Facilitators need to create win-win for individuals, while assuring measurable organizational impact.
At the completion of this module, participants will be able to:
 Draw connections between concepts and organizational goals and personal goals
 Sell the value of organizational outcomes to team members
 Identify high and low performance behaviors that link to stra- tegic objectives
• Communication
Advances the abilities of individuals and the organizations through active listening supported with meaningful oral and written presentation of information.
• Results Oriented
Passionate about winning. Dedicated to achieving all-win solutions to situations.
• Influence
Consistently directs situations and inspires people for an all-win environment.