2011

Workplace Conflict Management Workshop

Edwin C. Ebreo President exeQserve, Corporation 8933199 09189399294 ecebreo@exeQserve.com www.exeQserve.com

About Edwin Ebreo

Edwin C. Ebreo is the founder and President of ExeQserve, Corporation, an HR Solutions Company. He is also the companys head consultant for Organization Development and Human Resource Development. Prior to establishing ExeQserve, Ed worked as HR Director/Manager for CheQ Systems, a Software Quality Engineering Company, Athena E-Services Group of Companies, a BPO company and PET Plans, a pre-need company that had a diverse number subsidiaries that Ed was tasked to manage. During his stint with these companies, Ed was able to develop his expertise in managing the HR Department as a shared resource among groups of companies, handling no less than three companies at a time. He was also Head of Training for SPI Technologies, one of the largest and pioneering BPO companies in the Philippines. He also headed the training department of Philippine Seven Corporation, the local licensee of the 7-Eleven chain of convenience stores. He started working as a freelance Human resource and Organization Development Consultant on weekends at the early age of 28. He finally left full time HR Management practice 5 years ago to concentrate on consulting. He eventually setup ExeQserve Corporation in 2007 to cater to his growing clientele. His 15 years of experience helps Ed appreciate organizations and people from various industries and help them achieve their full potential through training and other HR-related interventions. As a Human Resource Management and Organization Development Consultant, Ed has helped several companies and on government agencies establish their HR and OD Strategies. Ed has also designed and facilitated training on the following skills; leadership and management; coaching; performance management; customer service; creativity and innovation; presentation skills; time management; personal effectiveness; visioning; assertive communication; HR Management for line Managers; problem solving and decision making; managing meeting; change management; selling; team building; strategic planning and trainers training. He continues to customize programs to meet the unique needs of organizations. Ed is a passionate public speaker. He is an active member of Toastmasters Club with a norm of Advanced Communicator Silver. As a Toastmaster, he has helped establish clubs and mentored members to achieve their full potentials as public speakers and leaders. As a consummate HR Professional, Ed has offered free advice on career, human resource management, leadership and other topics through his popular blog Anything HR by Ed (http://anythinghr.blogspot.com) and Pinoy Career Coach (http://pinoycareercoach.blogspot.com) Ed took up Mass Communication at New Era University and has completed various training programs that helped him develop his competence in leading and training. His most important education is his experience as human resource development professional helping companies achieve their full potential through their people.

www.exeqserve.com

ecebreo@exeQserve.com (632)8933199 or (63918)9399294

You may ask Ed for his CV detailing his career background and the number of courses and clients he already has.

Our Methodology
We offer more than training
We offer you five reasons to avail of our service. 1. Customization we are eager to know more about your company and the target participants in order to enhance the accuracy of our program in addressing your employees real needs. 2. Preparation We believe that training and change go hand-in-hand. We prepare our participants for training by giving them a briefing and helping them prepare for the requirements of the training. Because of this approach, our participants are ready to jump in with both feet when they attend our training. 3. Engaging workshops We make sure that our courses are highly interactive. We employ the most interactive activities to help participants be more engaged and focused on learning. 4. Post-training report During our workshops, our facilitators carefully observe the behaviors of our participants and take notes of possible issues and challenges that may get in the way of application of learning. We also observe participants for demonstration of leadership, creativity and communication skills. These, together with the many outputs of the program are organized into a report together with our recommendations for next steps. This helps our clients keep tab of the participants learning and follow through. 5. Follow through session We offer a half-day session meeting with the participants one month after the session to find out how they applied the learning and what additional help they need so they can be more effective in their jobs.

www.exeqserve.com

ecebreo@exeQserve.com (632)8933199 or (63918)9399294

Workplace Conflict Management

Conflicts are an integral part as well as a consequence of living in society. Whether in our professional, family or social environments, we are likely to face numerous conflicts, some having happy endings while others may be potentially disastrous to us. Not acknowledging the pervasiveness of conflicts in our daily lives is refusing to face facts and the reality of "living" in organizations. As sure as each person is different, conflict is bound to happen. Conflicts are neutral and healthy. The way it is handled makes it good or bad. In organizations, there are two types of conflict. Productive and Interpersonal Conflict. The lack of one leads to another. Encouraging productive conflicts in organizations maximizes the brainpower of its people, makes various options available, prevents the organization from making expensive mistakes and builds teamwork. Lack of it on the other hand, lead to interpersonal conflict that can brake trust, encourage second guessing, jumping to conclusion, ruin teamwork and hence performance. Maintaining productive conflict and avoiding interpersonal conflict however requires a change of mindset, acquiring of new communication skills and establishing norms. This workshop helps the participants understand the nature of conflict, understand their personal conflict resolution styles, make personal decisions to adjust their styles to fit the situation, learn skills in building team norms and rules of engagement. OBJECTIVES After the session, the participants are expected to; Describe the nature of conflicts Use some win-win tactics in resolving conflicts Establish norms or rule of engagement when dealing with conflict situations Handle difficult conversations with skill

Time 9:00 to 9:30

Activity Introduction Opening ceremony Energizer Workshop objectives Understanding Conflict Conflict Definition Levels of Conflict Tools of conflict resolution

Activity Objectives Introduce the Workshop objectives and framework

9:30 to 10:30

Describe Conflict

www.exeqserve.com

ecebreo@exeQserve.com (632)8933199 or (63918)9399294

10:45 to 12:00

The Win-Win Approach Stimulus activity How we behave in conflict A model for understanding behavior in conflict The principles of win-win approach When the win-win seems impossible Empathy Exploring the meaning of empathy Valuing Differences Detailed look at empathy blockers Introduction to empathy blockers Introduction to active listening Listening to gain information Asking questions Listening to give affirmation Listening when under attack Appropriate Assertiveness Distinguishing between aggressive, passive and assertive behaviors I Statements After an I Statement: Where to next? Conflict Norming Understanding norm Conflict management rules of engagement

Use some win-win tactics in resolving conflicts

1:00 to 3:00

Use of empathy in dealing with interpersonal differences

3:15 to 4:30

Use appropriate assertiveness

4:30 to 5:30

Create norms or rules of engagement to enhance productive conflict.

www.exeqserve.com

ecebreo@exeQserve.com (632)8933199 or (63918)9399294