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Training & Information Program (TIP)

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Resolving Conflict in the Workplace


Date: Wednesday, 09/23/2020
Time: 10:00 am - 12:00 pm

Region: Western New York
Location: Webinar, , Statewide, NY

Event Status: Registration Closed


Elaine Angelo

Elaine Angelo
Performance Consultant

A performance consultant with ProKnowledge, LLC, Elaine has 26 years of experience leading human resource and staff development initiatives in a variety of organizations, including Fortune 500, non-profits, member associations and family-owned businesses. She has developed and implemented programs that enhance employee engagement, promote internal advancement, build essential business and people skills, and recognize employee performance.

Through her experience with 13 mergers and acquisitions and three start-up ventures, she understands the development needs of employees who are challenged by an ever-changing landscape. In addition to the design, development and delivery of a wide span of professional development courses and HR topics, Elaine is an expert facilitator who shares her talents at team building sessions, retreats, conference workshops, professional panels, and executive coaching consultations.

Who Should Attend:

All staff levels

Session Objective:

This course is designed to build confidence in approaching others to conduct effective resolution dialogue when small-scale conflict exists or to master more difficult conversations, where the stakes are higher. The importance of defining conflict’s source, checking our own intent and understanding the same for others is explored to ensure that the conversation is productive, rather than adversarial.

Defining Conflict

  • 4 Psychological Needs
  • Positive/Negative Effects
  • Responding to Conflict
  • The Retaliatory Cycle
  • “Fundamental Attribution Error”
  • Technical Presentation Tips
  • Resolution Dialogue
  • Managing the Difficult Conversation

Conversation Frameworks

  • Creating an “I Statement”
  • Conversation Planner

Communication Skills

  • Asking the Right Question
  • Active Listening
  • Role of Body Language