The Power of Productive Conflict

Online /
Mar 14 - 15, 2022 /
Course Code: 12-0317-ONL22

  • Overview
  • Syllabus
  • Instructor


Please note, This instructor-led course has specific dates and times:
This course is held online over 2 days on the following schedule (All times in Eastern Time Zone):

9:30 am to 2:30 pm Eastern (Will include 30 minute lunch break)

After participating in this course, you will be able to:

  • Gain insight into yourself and others and innate conflict responses
  • Understand why people act in difficult ways and learn how to determine their style in conflict
  • Recognize destructive behaviours and your role in the anger arousal cycle (anger triggers)
  • Develop strategies to deal with emotions that accompany conflict
  • Create a successful conflict strategic plan for your team to become more effective
  • Address conflict through productive communication and understanding of where conflict originates
  • Create a successful conflict strategic plan for your team to become more effective

Through group guided discussions, case study scenarios and a DiSC assessment tool, this unique EPIC workshop will assist participants in achieving a deeper understanding of themselves and others in conflict. Become aware of the behaviours that cause conflict and learn how to control your responses by keeping your communications calm and productive. Learn techniques to prevent uncomfortable work situations and the critical skill of how to apply the DiSC styles of dealing with conflict more efficiently, thereby improving relationships and increasing team productivity.

Course Outline:

  • Introduction
  • DiSC tool (prevention and resolution of conflict)
  • Defining and understanding conflict style of yourself and others
  • Cost of conflict and multigenerational differences
  • Benefit of preventive conflict resolution immediately before it happens
  • Building understanding and technics for dealing with conflict
  • Preventing and dealing with difficult situation
  • Constructive route to agreement and productivity
  • Wrap-up

Who Should Attend
Employees who Interact with People • Administrative and HR staff • Supervisor, Front line Staff • Professional Dealing with Difficult People • Staff who Manage Telephone Call with Public, Clients • Anyone Dealing with People in a Professional Setting • Executive Leaders (Superintendents, Directors)

Special Features & Requirements

The DiSC Tool used for this course is Productive Conflict

The DiSC individual profiles will be included for students to review before class. This will provide students with better insight in their own behaviour, as well as self-awareness moving forward through the course material. In addition, the course is based on leadership improvement and soft skills. It is highly recommended that every student has their own laptop/computer with their web cam activated for the duration of the course. Body language and visual clues are 50 % of how humans communicate, therefore these resources are required to establish maximum student participation. This will ensure a more beneficial learning experience for everyone!

More Information

Time: 9:30 AM - 2:30 PM Eastern Time

Please note: You can check other time zones here.


Welcome, Introduction, Workshop Preview, Learning Outcomes and the Assessment Method

EPIC DiSC Tool (Prevention and Resolution of Conflict)

  • Understanding your conflict profile
  • Understanding others behaviour in conflict profile

Defining and Understanding Conflict Style of Yourself and Others

  • What is conflict
  • How does it happen
  • A wide look at conflict

Cost of Conflict and Multigenerational Differences (X,Y Z Millennium)

  • The cost of conflict in today’s world
  • Why is conflict different between multigenerational and personality?

Benefit of Preventive Conflict Resolution Immediately Before it Happens

  • Conflict prevention is a productive tool
  • Recognize how to prevent conflict in your life

Building Understanding and Techniques for Dealing with Conflict

  • Understanding the roots of conflict and analyze what is really going on
  • Developing techniques to deal with conflict

Preventing and Dealing with Difficult Situation

  • Dealing with difficult situation
  • Dealing with difficult people / clients
  • Dealing with your own emotions (EQ)

Constructive Route to Agreement and Productivity

  • How to achieve a common goal through conflict
  • How to make your team more productive and competitive

Test-Questions and Answers and Feedback to Participants on Achievement of Learning Outcomes

Concluding Remarks and Final Adjournment


Lori Elliott, MSc

Lori Elliott has been coaching, leading, and teaching adults for over 25 years in her professional career in training and development, organisational change management, higher and adult education, executive coaching, and leading large teams. Lori has consulted to a number of Fortune 500 firms before moving to higher education in 2005 where she worked as Director of Career Education and then Associate Dean in the Pilon School of Business at Sheridan College.

Lori holds a master of science degree in organisational psychology from the University of London and, after completing a recent four-year European sabbatical to undertake doctoral study at the University of Bath, she has settled in Victoria where she is working at Royal Roads University and writing her thesis. Lori is learning to enjoy uphill hikes with her dog and rainy days on the west coast.

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Fee & Credits

$765 + taxes

  • 0.9 Continuing Education Units (CEUs)
  • 9 Professional Development Hours (PDHs)
  • ECAA Annual Professional Development Points

Group Training
This course can be customized and delivered to your group of staff at your facility, saving time and money.
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