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No one likes to deal with conflict, but the truth of the matter is that we must. Problems that aren't dealt with tend to fester and spread into other areas and relationships.
This program acknowledges that it's difficult to confront someone who is behaving in a way that is disruptive, unprofessional or self-serving. It presents a simple 4-step approach that helps individuals collect their thoughts and initiate resolution in the most productive way possible.
What to Do When Conflict Happens introduces the C.A.L.M. model:
C - CLARIFY the issue
A - ADDRESS the problem
L - LISTEN to the other side
M - MANAGE your way to resolution
What makes the C.A.L.M. approach unique is the first stage -- CLARIFY, where employees step back and think. They rationally examine what's happening, why it's happening, why they feel the way they do, and what they need to keep in mind as they address the issue.
All four stages of the model are depicted in the video program while various stories, set in a variety of workplaces, play out. An added vignette shows how to "scale back" the C.A.L.M. model when there isn't time to use the full approach.
Note: Workshop materials contain a module that can be used for leadership development. This module helps managers and supervisors address conflicts that individuals simply can't (or won't) resolve on their own. Video clips and role plays are used to teach the difference between Mentoring, Mediating and Mandating--as well as when to use each style of intervention.
Program length: 21:00