Using the principles of IMPACT’s experiential classes, Workplace Conflict Resolution is a class in which participants practice concepts of assertive communication as they learn them. During your initial consultation, businesses decide, based on their business’s culture and concerns, which of the following would meet their needs:
- 3-Hour Coworker Conflict Resolution
- 3-Hour Client Conflict Resolution
- 3-Hour Customer Conflict Resolution
- 5-Hour Combined Coworker & Customer Conflict Resolution
Participants practice a variety of concrete communication skills in realistic role-play scenarios with in-the-moment feedback. The scenarios may be with coworkers (lower-level, same-level, or higher-level employees of the same establishment); clients (customers with whom employees have extended or continual contact, or very personal contact – i.e. social work); customers (people who may, because of limited contact, treat an employee more abusively than otherwise); or, with more time, a combination of these. Participants learn effective body language and verbal skills to set boundaries appropriately, using strategies such as humanizing, empathizing, de-escalating, etc.
Staff may feel threatened, humiliated, hostile or any number of emotions when experiencing bullying. Most situations where someone feels harassed – instead of simply teased or annoyed – the difference is the presence of adrenaline. Likewise, confrontation also induces an adrenaline response for many of us. IMPACT’s realistic role plays recreate the adrenaline response so that students are practicing with similar dynamics as they would experience in real life.
