OHSU

Handling High Conflict Behaviors

Most of the conflicts we encounter can be dealt with effectively with tools presented in the conflict management series. But when behaviors escalate dramatically, we may need to draw from a different box of tools. "High conflict behaviors" in the workplace can violate expectations of common decency and professionalism, leaving us at a loss for how to engage constructively. This class will provide information and tools for responding to behaviors such as yelling, insults and persistent blame. This often involves doing the exact opposite of what we feel like doing! Participants will explore what might be driving high conflict behaviors and will practice key techniques for addressing them effectively. You will walk away with increased understanding and 10 practical skills for managing high conflict behaviors in the workplace.

 

Topics Covered

  • Recognizing High Conflict Conditions
  • Understanding High Conflict Behaviors
  • The Brain's Influence
  • Practice 3 Key Response Strategies
  • Learn 10 Skills for Managing High Conflict Behaviors

View upcoming dates and register in TrainingForce

Who should Attend?

  • Employees who have encountered intense emotional states and highly charged behaviors at work.
  • Those who wish to better manage an interaction or relationship in which there is a pattern of high conflict behavior.
  • This course is open to individual contributors and managers of AFSCME-represented employees.  

How will I benefit?

  • Build understanding and even empathy for those who may trigger us the most.
  • Practice responses that will de-escalate and defuse a high conflict pattern.
  • Reduce your stress and frustration by making the most challenging interactions and relationships manageable and sustainable.
  • "I feel empowered with tools to be more successful in dealing with high conflict situations."
  • "The instructor's explanations helped me understand a high conflict state of mind and how to deal with it.  She created a comfortable atmosphere where we could talk about this."
  • "Well-resourced and well-researched topic. The 'E.A.R. statement' and brain information were most helpful and have immediate application."