Program Overview: There are times in which people need assistance in managing their differences and managers and supervisors are often tasked with that duty. This course gives managers both specific communication skills for conflict situations and processes to manage those conflicts. Through an innovative conflict management strategy, known as "The Exchange," you will learn The Exchange process, based upon mediation theory and methodology is a four-stage process for resolving conflicts. Managers and Supervisors learn each stage of the process, one stage at a time. After observing a demonstration and learning the elements of the stage, the participants have an opportunity to practice that stage. Managers and supervisors become inspired by the strategic, thoughtful approach the Exchange gives them to structure the issues. Participants learn to successfully manage a threeway conversation that addresses each person's interests and those of the organization. The second process that the participants learn is Constructive Feedback. One of the greatest challenges as a manager is when a technically skilled employee demonstrates a pattern of behavior that disrupts the work environment. This challenging employee often creates tension on the team, yet managers avoid addressing it with them. Our respectful, yet firm, process helps managers effectively manage these conversations. Finally, participants learn how to improve their reaction/response to others in challenging situations and when they feel attacked by their co-workers. They also learn how to handle a situation when they need to approach someone about a concern they have in a respectful, rather than confrontational way. The participants leave with improved communication skills, the ability to de-escalate anger, and proven techniques to manage conflict better through a common language of mutual respect. Course Outcomes:

• Creates an internal capacity for managers and supervisors to reduce daily conflicts
• Helps avoid future litigation and turnover costs
• Encourages productive collaboration on team projects
• Provides tools for ongoing models of positive behavior in the workplace