"Anybody can become angry, that is easy. To be angry with the right person, to the right degree, at the right time, for the right purpose and in the right way, that is not easy."
The Ombuds Office offers interactive group training for members of the University. Groups are normally kept small to help trainees acquire the skills taught during the trainings.
Conflict Management 101
This is our basic course, which includes a general review of conflict and its management. We ask: What is conflict? Why do we have conflict? What are our choices and how do we make them? What are the likely consequences of these choices? How should we use problem-solving skills and steps? How do we look for integrative solutions? The course also includes practical skill building through role playing. A more in-depth training includes approaches to Managing Conflict/Methods of Dispute Resolution introduces various approaches to managing conflict and explores the differences among approaches based on domination, compromise and integration. Introduces theories of conflict and different perspectives used to understand and assess conflict. Various views of conflict, conflict escalation and resolution are studied, utilizing insights from a range of disciplines including psychology, sociology, communications, and cultural studies.
This training explains the basics of principled negotiation to help people deal effectively with conflict. Many interactions in a professional environment involve a series of negotiations whose outcome could be the difference between success and failure. In this course, you acquire the knowledge to develop sophisticated negotiating skills crucial to achieving desired results and building strong relationships. You gain experience through a dynamic learning environment of formal training, practice sessions and real-world role-plays.
During this training you will learn some of the techniques used by professional mediators to de-escalate conflict and help parties get into a "problem-solving" mode. You will learn and practice how to:
- Structure the mediation process through a step-by-step procedure
- Increase your effectiveness in listening to and communicating with people in conflict
- Assist disputants to reach mutually satisfying agreements
- Enhance negotiation skills–your own and others'
How do you lead a group of people through a process to arrive at a solution acceptable to everyone? Whether you are leading a task force, establishing performance objectives in a team, or working with a group through strategic planning, the key is effective facilitation. This training explains those techniques and the best practices when working with groups.
Keys to Effective Communication
This course explores verbal and nonverbal expression including personal style, listening, relationship dynamics, self-esteem, conflict management, and cultural and gender communication differences. Learn to use communication to build rapport and create environments of trust, warmth, and respect. Become more confident, make a great first impression, and create better personal and professional relationships.