HR Competencies

  • Communication
  • Relationship Management


Customers and coworkers can often push our buttons and before we know it, we are deep in conflict. Poor communication skills—avoiding issues (letting things fester) or escalating trouble (needlessly complicating matters)—can cost your organization thousands of dollars per situation. Competent communication—your ability to manage differences skillfully—can transform costly situations into profitable outcomes. The class objectives are to increase your confidence and ability to:

  • Assess and analyze difficult situations systemically
  • Apply specific skills for handling complicated interpersonal matters
  • Choose effective strategies for resolving difficulties
  • Prepare to conduct important one-to-one conversations
  • De-escalate conflicted situations to bring about a workable resolution

Two Special Features

  • You will receive your own Working Together: Collaborative Communication Skills workbook and related set of practical tools for learning and applying the Working Together system on your job
  • The workshop focuses on issues of your own choosing rather than other peoples’ circumstances or case studies to practice and apply the material presented

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 with your issue(s) to expand your constructive behavioral choices and reduce negative responses, using innovative skills mats for accelerated learning, with coaching and feedback
  • Development of a specific action plan for dealing with your most challenging on-the-job situation immediately after you leave the workshop

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 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
  • Self-awareness and self-regulation to increase personal power and Influence without the negatives

Who Should Attend

Non-management and support staff personnel who are frequently faced with difficult people and situations

On-Site Option

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


Employers Council staff


Great on-site!



1.30 Continuing Education Units
12.00 SHRM-PDC
Course ID #COMM102

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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