"The use of this seal is not an endorsement by the HR Certification Institute of the quality of the program. It means that this program has met the HR Certification Institute's criteria to be pre-approved for recertification credit."

"This program, has been approved for 1 (HR (General)) recertification credit hours toward PHR, SPHR and GPHR recertification through the HR Certification Institute. Please be sure to note the program ID number on your recertification application form. For more information about certification or recertification, please visit the HR Certification Institute website at www.hrci.org."

Overview: Conflict is an inevitable part of life. Conflict arises when the people we work with have different ideas, perspectives, backgrounds, values, goals or expectations. Yes, conflict can be destructive! It diverts energy from more important activities and issues; it polarizes people and reduces cooperation; and it can produce irresponsi-ble behavior. And conflict can be constructive! It opens up and improves commu-nication; it strengthens working relationships and teamwork; and it leads to better quality decisions and problem solutions.

To deal effective with conflict you need to stop and understand the situation and the people: select appropriate conflict resolution techniques: and then work to solve the problem. Conflict by itself is neither good nor bad. It's the way YOU manage conflict that produces constructive or destructive results.

Why should you attend: While every manager knows that such workplace conflicts affect productivity and morale, the hard money drain of office drama is not as obvious. When CPP In commissioned a study on workplace conflict, they found that in 2008, U.S. employees spent 2.8 hours per week dealing with conflict. This amounts to approximately $359 billion in paid hours (based on average hourly earnings of $17.95), or the equivalent of 385 million working days.

If not dealt with early enough, as conflict festers the company may need to take drastic measures including restructuring of reporting structures or even of the physical workspace. The financial impact of excessive stress can include extended stress or sick leave, as well as associated health benefits such as Employee Assistance Programs (EAPs). If employees choose to leave a workplace because of conflict, the cost of turnover can be significant.

Areas Covered in the Session:

• Identify the real causes of conflict : the iceberg concept - what's above and below the water line
• Define five conflict management styles and match each style to different conflict situations
• Learn the language of positive communication to reduce negative emotions, especially anger
• Learn how to keep your cool and react in a professional manner in the heat of the moment
• Recognize the different types of difficult people, what makes them difficult, and how to deal with them

Who Will Benefit:

• CEO's
• COO's
• VP of Human Resources
• Chief Learning Officer
• Directors
• Project Managers