HR Competencies

  • Communication
  • Relationship Management


Creditable surveys indicate that managers spend between 20 to 40 percent of their time dealing with conflict. The ability to handle difficult situations constructively is critical to your career as a successful manager. Limited communication skills—avoiding issues (letting things fester) or escalating trouble (needlessly complicating matters)—can increase your stress and cost your organization thousands of dollars per situation. Communication Competence—your ability to engage tough challenges effectively—can transform stressful situations into profitable outcomes.


Increase your confidence and ability to:

  • Assess and analyze difficult situations systemically
  • Apply practical principles for handling complicated interpersonal matters
  • Choose effective strategies for resolving difficulties
  • Prepare for and skillfully conduct important one-to-one conversations
  • Facilitate face-to-face two-person conflicts
  • Process complicated team/organizational issues to bring about positive change

Personalized Data-Based Approach

  • Prior to attending class, you complete a confidential Collaborative Communication Sphere (CCS). The inventory gives you a detailed picture of how you communicate in challenging situations involving complicated issues and conflicts.
  • In five weeks following the class, you are invited to retake the CCS to see how your ability to communicate in tough situations has changed — what has improved and where to continue to focus for growth.

Practical Learning Methods

This class involves a variety of interactive learning methods:

  • Informative conceptual presentations
  • Live demonstrations (by the instructor) using specific skills and processes
  • Skill rehearsals using your own real work issue(s), of your choosing, to expand constructive behavioral choices and reduce negative responses
  • Coaching and feedback employing innovative skills mats for accelerated learning
  • Receipt of a Working Together: Collaborative communication Skills Workbook and related set of practical tools for continued learning and application of the Working Together system
  • Development of a specific action plan for dealing with your most challenging on-the-job conflict situation to apply after you leave the workshop
  • Eight brief follow-up emails, over the period of four weeks after class, to prompt and reinforce your use of skills and processes on the job

Behavioral Outcomes

From learning the Working Together system, you will understand and be able to apply:

  • Seven Styles of Communication—a map for identifying breakdowns in communication and creating constructive conversations
  • B.O.S.S.— a practical guide for making better, more profitable systemic decisions — counting all parties involved
  • The Information Wheel—an essential tool for understanding, clarifying, and resolving complicated issues
  • The Listening Cycle—a guide for accessing important information accurately and efficiently while building relationship
  • Six talking skills and five listening skills to expand your ability to participate more productively and be more influential in important conversations and meetings
  • Physical techniques for managing yourself to prevent and reduce interpersonal stress in challenging situations
  • A set of practical interactive principles for gauging and positively altering the course of interactions
  • A System Map for assessing the dynamics of, and planning intervention for, stressful situations
  • Twelve strategies for tackling difficult situations
  • The Mapping Issues Process—a practical, nine-step collaborative procedure for resolving complex issues and building agreements
  • Skills to transform resistance into a resource, as you engage, negotiate, and facilitate change
  • Self-awareness and self-regulation methods to increase personal power and influence without the negatives

Who Should Attend

Managers, supervisors, and team leaders who want to increase their effectiveness dealing with difficult people and conflicted situations

On-Site Option

In addition to the standard on-site rate, this session has additional materials fee.


Sherod Miller, Ph.D., Interpersonal Communication Programs


Great on-site!



1.30 Continuing Education Units
12.00 SHRM-PDC
Course ID #COMM101

Class Details

There are no scheduled instances of this class for the remainder of the year. Check out our new course catalog this fall, or click below to explore onsite options.

Don’t have time to come to us? Are you looking to train a group of your employees and have the content tailored to your needs? You need an on-site!

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