conflict resolution training

The Fundamentals of Interpersonal Communication for IT Professionals

Communication, Relationship-Building, and Conflict and Resolution

[Version 1.1]

Success in any career, especially in an IT career, involves effective communication, relationship-building, and conflict resolution. Without effective communication, mistakes are made, deadlines are missed, and tempers flare. By building solid relationships, workgroup members are better able to work together as a cohesive team. By learning successful conflict resolution skills, team members head off skirmishes that get in the way of innovation, creative thinking, and project completion.

In this one-day highly interactive training, your team will ​collaborate on various scenarios in small groups to create workable solutions for a variety of real-world cases.

“Don does an excellent job connecting with technology professionals and bringing home the importance of communication, relationship building and conflict resolution. These often overlooked skills can really help your IT shop connect with your business partners and customers. Don has the technical credibility, perspective, and delivery skills to make it stick. Highly recommended!”

–Marty Williams, Vice President of Technology at NIC Inc.

​Course Objectives

In this fast-paced one-day professional-level seminar, filled with interactive exercises, your team members will learn:

  • Why communication is so critically important
  • The two communication models required for success
  • How culture affects listening behavior
  • The problem with noise
  • How to use active listening techniques to enhance customer service
  • The importance of awareness
  • How to build relationships remotely
  • Communicating successfully with external customers, internal customers, and colleagues
  • The danger of hiding behind tickets
  • How to use non-verbal communication
  • Top 10 techniques for building and nurturing relationships
  • How people handle conflict
  • Options for dealing with Conflict
  • How to manage conflict
  • The importance of accountability and taking ownership
  • Empathy as a conflict resolution tool
  • Top 10 conflict resolution techniques

​Length of Training

​This is a single day course. It usually runs from 9:00 a.m. to 4:00 p.m. with a 10-minute break in the morning session, a one-hour lunch break, and a 10 minute break in the afternoon session. We are happy to adjust starting and ending times to match normal work schedules.

A typical schedule is:

  • 9:00 to 11:45: Morning session
  • 11:45 to 12:45 Lunch
  • 12:45 to 4:00 Afternoon session

​Course Outline

Part 1: Inter-Personal Communication

​Effective interpersonal communication enhances collaboration and creativity and heads off mistakes, missed deadlines, and unnecessary conflict. In this module, your team members will learn powerful techniques to enhance communication to ensure projects are completed on time with minimal mistakes.

​Defining Communication

​Why Communicate?

  • Physical need to communicate
  • Relational need to communicate
  • Meeting identity needs
  • Meeting practical needs
  • Defining customers

​Communication Models

  • ​Linear Model
  • Transaction Model
  • When to Use Each Model and Why

​How to be a Better Listener

  • Five levels of listening
  • Three types of listening
  • Misconceptions about listening
  • Common barriers to good listening
  • How culture affects listening behavior
  • Noise
  • How to become a better listener
  • Active listening

Part 2: Relationship Building

​Good relationships are key to success in the modern workplace. As technology continues its advance into the workplace, effective human relationships make the difference between a successful organization and one that struggles. In this model, your team members will learn why relationships are important and powerful tools for building successful business relationships at work. They’ll learn how to build workplace relationships that get things done well and on time.

  • Benefits of a good work relationship
  • Being aware of other people
  • Building relationships remotely
  • Communicating with external customers
  • Communicating with internal customers and colleagues
  • The Danger of hiding behind tickets
  • Understanding how to use non-verbal communication
  • How to build good work relationships
  • Top 10 techniques for building and nurturing relationships

Part 3: Conflict and Resolution

​Conflict is a fact of life, especially in the workplace. The key is knowing how to successfully manage it. Without proper conflict management, productivity grinds to a halt, tempers flare, and projects fail. When team members know how to manage conflict successfully, they can use conflict to craft creative solutions to workplace problems, introduce innovative new ideas into the workplace, and build long-lasting productive relationships. In this module, your team members will learn to identify their personal conflict management style, how to use other conflict management styles when necessary, and 10 powerful conflict management tools they can put to use right away.

​What is Conflict?

  • How do people handle conflicts?
  • Options for dealing with conflict
  • Who are you?
  • The Thomas-Kilmann conflict mode instrument
  • Managing conflict

​Accountability

  • Examples of accountability
  • Responsibility
  • Taking ownership
  • Thinking about the sounds we make

​Resolution

  • Don’t put it off
  • Be a good listener
  • Be impartial
  • Think long term
  • Respect is the key
  • Understanding the real issues
  • Empathy as a conflict resolution tool
  • Top 10 conflict resolution techniques

​For More Information

Please contact us to discuss this training. You may use the form below, send an email to info@doncrawley.com, or call us at 1-206-988-5858.

Course Delivery Options

Online On-Demand

Coming soon.

Onsite at Your Location

We come to your location, nearly anywhere in the world, to train your I.T. managers and supervisors with proven leadership principles and techniques. Let us know about your needs and we'll prepare a proposal for you. Use the form below or call us at 1-206-988-5858.