From Conflict to Calm: Dealing with high-conflict behaviour in the workplace

High-conflict behaviour is characterized by unmanaged emotions, extreme reactions, preoccupation with blaming others, and prolonged, unresolved conflict. Such behaviour not only seriously damages relationships in the workplace but also frequently results in complaints of bullying and harassment, grievances and other legal headaches for both employers and unions. This in-depth training session will explain the roots of high-conflict behaviour and give participants the skills and techniques necessary to reduce high-conflict behaviour in the workplace.

Participants will learn:

• Brain science behind high-conflict behaviour, including current knowledge about High-Conflict Personalities (HCPs)
• Principles of progressive discipline and accommodation that apply to dealing with high-conflict behaviour
• Strategies for managing your own anxiety when dealing with HCPs
• Approaches to coaching HCPs to take responsibility for resolving their own conflicts in the workplace

Participants will also learn how to use the following skills in their workplaces:

• Connecting skills – using empathy, attention and respect (E.A.R.) to communicate and build effective working relationships with HCPs
• Assertion skills – using brief, informative, friendly, but firm (B.I.F.F.) responses to counter misinformation or hostility

By working through realistic scenarios with the guidance of experienced lawyers and dispute-resolution experts, attendees will leave equipped to prevent high-conflict behaviour in the workplace from developing into serious workplace problems that disturb co-workers, disrupt operations, and give rise to litigation.

9:00 a.m. – 9:20 a.m.

 INTRODUCTION  Overview of the Workshop

9:20 a.m. – 10:15 a.m.

 PART 1  Understanding High-Conflict Personalities

10:15 a.m. – 10:30 a.m.

MORNING BREAK

10:30 a.m. – 12:00 p.m.

 PART 2  Legal Experts: Questions and Legal Issues about Workplace Conflict

12:00 p.m. – 1:00 p.m.

LUNCH

1:00 p.m. – 2:30 p.m.

 PART 3  Conflict Resolution Skills and Exercises – Part I

• Calming upset people in person with E.A.R. statements
• Writing BIFF response emails and letters

2:30 p.m. – 2:45 p.m.

AFTERNOON BREAK

2:45 p.m. – 4:00 p.m.

 PART 4  Conflict Resolution Skills and Exercises – Part II

• Practicing conflict scenarios with making proposals and setting limits
• Offering new ways for work method of coaching for behaviour change

4:00 p.m. – 4:15 p.m.

 PART 5  Questions and Wrap-up

4:15 p.m.

 CONCLUSION  Workshop Concludes

MATERIALS
Includes materials, with case summaries and analyses, prepared by Lancaster's legal staff.