COMMUNIC ATION
■
TABLE OF CONTENTS
Interpersonal Skills
Responding to Conflict Strategies for Improved Communication
The power of positive change
SEMINAR #2115 Also available Live Online
Increase your success by proactively and positively managing conflict. Now you can learn how to manage disputes and disagreements in a positive manner, or even avoid them altogether. This seminar will show you how to recognize the causes of interpersonal conflict. It emphasizes skills to help you critically evaluate conflict situations and then choose the appropriate strategies and tools to manage and/or resolve them. You’ll develop greater awareness of your emotional triggers and how to control them. In addition, you will learn how to continually action-plan around the implementation of your new skills.
HOW YOU WILL BENEFIT Recognize the underlying causes of conflict n Map conflict using a five-step approach n Identify ways to develop flexible responses to personal and professional conflicts n Practice applying models, techniques and strategies to manage your interpersonal communication behaviors in conflict situations n Implement strategies to improve your communication and effectively respond to conflict n
WHAT YOU WILL COVER Developing Conflict Awareness n Recognizing the difference between disagreement and conflict n Exploring barriers to conflict management and resolution Responding to Conflict Identifying your own feelings and actions in response to conflict n Listening for thoughts and listening for feelings n
The Role of Trust in Minimizing Conflict Applying the cornerstones of building trust n Knowing how trust is lost and regained n
Faculty Spotlight MEET JACQUELINE HUGGINS Jacqueline specializes in personal and professional development workshops and is an expert at teaching individuals and organizations how to bring about positive change. Emphasizing communication effectiveness, she teaches students how to lead, supervise and manage; build teams; manage time and stress; make presentations and other vital business skills. Jacqueline has taught with AMA since 2005.
Conflict Strategies Understanding the five conflict strategies n Minimizing and managing conflict n
Moving Beyond Conflict Turning potential disagreements into discussion n Practicing assertiveness tools and strategies n
Dealing with Difficult Behavior Handling passive-aggressive behavior and difficult people
n
Mapping the Conflict Mapping a conflict using a five-step approach n Selecting the most effective conflict strategy
AMA has been reviewed and approved as a provider of project management training by the Project Management Institute (PMI).
n
Leadership PDUs: 12 Classroom/12 Live Online
Thunderstorms Applying skills to address emotionally tense conflicts n Addressing intra-group conflict n
See page 105 for more details. Reproduced with the permission of PMI. This program is valid for 12 PDCs for the SHRM-CPSM or SHRM-SCPSM .
WHO SHOULD ATTEND Business professionals who want to expand their conflict management skills, understand their own emotions and behaviors when addressing conflict, and find productive ways to manage conflict.
As a CAE Approved Provider educational program related to the CAE exam content outline, this program may be applied for 12 Classroom and 12 Live Online credits toward your CAE application or renewal professional development requirements.
American Management Association is accredited by the International Association for Continuing Education and Training (IACET) and is accredited to issue the IACET CEU.
�
VIEW CLASSROOM EXPERIENCE
REGISTER TODAY! www.amaseminars.org/2115
2-Day Classroom Schedule
1.2 CEUs/12 PDUs/12 PDCs/12 CAEs Sept. 9-10............ Chicago, IL...........................2115-LRH-00652 Sept. 19-20.......... Dallas, TX.............................2115-LRH-00650 Sept. 23-24.......... Seattle, WA..........................2115-LRH-00671 Oct. 21-22............ Atlanta, GA.........................2115-LRH-00660 Nov. 4-5............... New York, NY......................2115-LRH-00665 Nov. 21-22........... Arlington, VA.......................2115-LRH-00664
42
C
$2,445/AMA Members $2,195 AMA Members Save $250 Nov. 21-22........... San Francisco, CA................2115-LRH-00662 Dec. 5-6................ Chicago, IL...........................2115-LRH-00663 Feb. 6-7................ New York, NY......................2115-LRH-00668 March 12-13........ San Francisco, CA................2115-LRH-00669 March 23-24........ Chicago, IL...........................2115-LRH-00670
4-Lesson Live Online Schedule
L
1.2 CEUs/12 PDUs/12 PDCs/12 CAEs $2,345/AMA Members $2,095 AMA Members Save $250 Monday and Wednesday 2-5 pm ET Oct. 7-16.............................................2115-LRH-00661 Dec. 2-11.............................................2115-LRH-00672 Feb. 3-12..............................................2115-LRH-00666
AMA seminars are GSA approved and are available for onsite group training — 1.800.262.9699 — www.amaseminars.org
LRH