Course Information
Conflict Resolution for Auditors
Parking for SAO, Professional Development courses is in Garage B (1511 San Jacinto Blvd.). The Garage signage may read 1511 San Jacinto or Garage B. The elevator in Garage B is not reliable. If you are unable to walk the stairs, please contact the professionaldevelopment@sao.texas.gov for alternate parking arrangements. Handicapped parking is free at the meters around the downtown area.
A course coordinator will email you a parking permit prior to the course start date. A permit must be displayed or you will be ticketed.
Course Description
For most people the word ‘conflict’ conjures up negative thoughts and suggests past experiences where they were on the losing end of something or suffered possibly physical and emotional distress as a result. But conflict is not all bad. If it wasn’t for conflict, we might still believe that the Earth was flat.
This workshop will explore conflict – why it exists; why it is sometimes beneficial and why it sometimes destructive and how we can respond to conflict when it confronts us.
Course Objectives
Objectives:
• Use anger and stress management techniques.
• Build consensus through understanding.
• Avoid similar con?icts in future by removing the root cause.
• Follow-up to ensure the resolution is effective.
Outline:
Module 1: Conflict – is it all bad?
Welcome
Expectations
Activity: Causes of Conflict
What do we mean by Conflict?
The Basis of Conflict
Module 1: Reflection
Module 2: Understanding Your Response to Conflict
The Learning Dimension Profile
The Thomas-Kilmann Conflict Mode Instrument (TKI) 15
Activity: Your Personal Style and the TKI
Activity: Which Style?
Module 2: Reflection
Module 3: What makes up conflict?
From Wince to Scream
Activity: Sources of Task and Relationship Conflict
Filters
Emotions and Conflict
Module 3: Reflection
Module 4: How Managers Can Add to Conflict
Micromanagement
Activity: Responding to micromanagement
Poor Understanding
Activity: I don’t have time for that
Vague Expectations
Activity: Clarity
Setting Poor Standards.
Activity: Case Study
Module 4: Reflection
Module 5: Resolving Conflict Between Others
Planning and Setting up a Meeting
Running a Mediation Meeting
Remain Neutral
Explain the ground rules for all parties
Actively Listen
Summarizing and Reflecting
Activity: Restating
Negotiating a Solution
Overcoming Resistance
Developing an Agreement
Activity: Negotiating a Solution
Module 5: Reflection
Module 6: When Conflict Involves You
Activity: My Conflict
Conflict Mapping
Activity: Your Conflict Map
Having a Balanced View
Activity: Balancing the View
Overcoming Resistance to Meet
Activity: Responding to resistance to meet
During the Meeting
Module 6: Reflection
Module 7: Implementing Agreements
Paying Attention
Activity: Expected Changes
Follow-up Meetings
Module 7: Reflection
Prerequisites
Prerequisite not required.
Instructors
Work Experience
Systems Engineer, Business and Organizational Strategist, Advisor, Consultant in Continuous Improvement, Project Management and Process Optimization, Certified Coach and Trainer in employee development.
Government Experience
• Department of Energy/NNSA/CNS Pantex
• Randall and Potter County Agencies
• Texas Department of Transportation
Client Experience
• Bell Helicopter
• Walmart E
• EnergyNet
• Chevron Phillips
• Caviness
• Tyson
• First United Bank
• AISD
• Cargill
• Servpro
• Ben E. Keith
• Green Country Equipment
• + More
Training Experience
• Government
• Telecomunications
• Construction
• Food Processing
• Retail Sales
• Oil and Gas
• Education
• Mass Media
• Public Health
• Information Technology
• Real Estate
• Insurance
• Financial Services
• Hospitality
Competencies Experience
• Accountability
• Adaptability
• Attitude
• Change Management
• Communication
• Conflict Resolution
• Customer Experience
• Decision Making
• Diversity & Inclusion
• Emotional Intelligence
• HR Management
• Interpersonal Skills
• Leadership
• Management Controls
• Professionalism
• Results Oriented
• Stress Management
• Teamwork
• Vision,Mission and Values
• Continuous Improvement
• Project Management
Education and Certifications
• Bachelor in Systems Engineering
• Certified Organizational Strategist/ Certified Bilingual
• Certified Dale Carnegie Consultant, Trainer and coach in more than 30 Competency Based Development Modules.
Work Philosophy
• Knowledge is not power until it is applied.
• Awareness, Insights, and data driven analysis, are key elements to strategic and smart decisions in today's work environment.
Additional Information
TAC Rule 523.142(g) requires the CPE Sponsor to monitor individual attendance and assign the correct number of CPE credits. Participants will be asked to document their time of arrival and departure in compliance with this Rule. Additionally, attendance will be monitored throughout the day and CPE certificates will reflect actual attendance of each participant.
If you are making travel plans to come to Austin, we recommend making "refundable" air and hotel reservations or waiting until 14 days before the class to actually book your reservations. Courses are occasionally canceled or rescheduled due to low enrollment. We determine whether a course has enough participants 16 days prior to the course date. If we cancel or reschedule, we will email the participant and his or her billing contact no later than 14 days before the original class date.
To see answers to our Frequently Asked Questions, visit Texas State Auditor's Office - Professional Development FAQs