Training & Events

Workshop


Productive Conversations with Customers

Vendor encounter with angry customer


Wednesday, April 26, 2017
8:30 - 11:30 am
The Beaverton Building - Council Chambers

Attend our workshop to better understand and manage our instinctual defensiveness and explore how to have more productive conversations with customers.

Workshop Objectives:
Create a productive conversation with upset customers through the following instructions:
  1. Practice de-escalation techniques;
  2. Identify triggers, boundaries, and barriers
  3. Explore non-defensive communication
This workshop may be eligible for continuing education units for licensed professionals. If you are interested in receiving CEU’s for this course, please let us know.

Fee: $25
Registration online form
Registration deadline Tuesday, April 25
Contact: DisputeMail@BeavertonOregon.gov or 503-526-2523; .
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Summer Workshop Series


Workshops are free but registration is required.
Location: Beaverton Building Council Chambers, 12725 SW Millikan Way, Beaverton OR 97076
Time: 9am – 12pm
Dates: July 12, 19, 26
Registration online form
 

Conscious Communication Workshops


These workshops focus on how to build healthy relationships, communicate effectively and resolve conflicts in skillful ways. Participants learn to recognize their own triggers to conflict, understand why many of the ways we respond do not work long term, and how to negotiate better resolutions to difficult issues. This three-part course will be experiential with opportunities for each student to learn about their individual ways of responding to difficult conversations. Through case studies and reflections, everyone will have the opportunity to become skilled at resolving conflicts and create genuine connections. The class will also focus on learning to communicate effectively and respond to conflict while working with diverse cultures. Classes will build on each other but can be taken individually. 

Workshop I (July 12)
Conscious Communication: Communication Habits that Establish Healthy Boundaries


In this workshop, students will use case studies to understand the nature of conflict and the pitfalls that keep us stuck in ineffective patterns of behavior. Neuroscience helps us understand that our brains play a strong role in how quickly we react to real or perceived threats and the ways we miss opportunities for real connections. Participants will also learn ways to set healthy boundaries, while negotiating in collaborative ways.

Workshop 2 (July 19)
Conscious Communication: Understanding the Language of Emotions


This workshop will focus on how to recognize negative emotions, discern facts from judgments, and remain neutral in order to understand communication dynamics as they are happening. Participants will practice useful ways to listen beyond right and wrong to get to the true elements of what went wrong. These skills are necessary to eliminate misunderstandings and create healthier communication, while preserving relationships.

Workshop 3 (July 26)
Conscious Communication: Skilled Facilitation – Integrating Diverse Viewpoints


The third workshop will focus on the art of facilitating conversations that integrate others points of view when looking for best solutions. We will cover ways of working with people of diverse cultures and those of different generations. 


Additional Conflict Resolution Courses


What is the nature of conflict? What are our instincts doing to us to keep us from resolving our differences?  How can we communicate more constructively during conflict? These questions are answered in our interactive workshops where participants explore topics such as why communication breaks down, how we can build better relationships, and how to express emotions appropriately.  

For information on upcoming trainings, contact the Dispute Resolution Center at 503-526-2523 or disputemail@BeavertonOregon.gov 
    

Understanding the Nature of Conflict

 
Conflicts occur when people disagree over their values, motivations, perceptions, ideas or desires. This interactive workshop looks at how conflicts can cause breakdowns in communication and hurt relationships. We will explore the nature of conflict and the instinctual and neurobiological conditions that keep conflicts from getting resolved.

Dealing with Angry Customers

 
Many of us work with customers or the general public over the phone and/or face-to-face. At times when conflict emerges, we may feel attacked or insulted by the other person’s words or behavior. This workshop will help participants understand and manage our instinctual defensiveness and explore how to have more productive conversations in the heat of the moment. Instead of reacting, participants will practice how to slow down responses, replace defensive statements with questions, use appropriate tone, and reframe the conversation to deescalate the conflict and have more effective outcomes.
  

Negotiating with Emotional Intelligence

 
 
This workshop will focus on the role of emotional intelligence in successfully negotiating desired outcomes. Emotional intelligence is the ability to recognize, understand, express, and maintain good social relationships to guide our thinking towards solving problems under pressure. Participants will practice navigating complicated situations by eliciting constructive engagement from people who might not otherwise cooperate.  
  

Mediation Skills


For Managers, Supervisors, and Leads

  
What can we do about conflict in the workplace? How can we communicate more constructively in the heat of the moment? What techniques can be used to help a difficult conversation go more smoothly? How can we more effectively support employees experiencing conflict with others? These questions are discussed in our highly interactive two-day Mediation Skills for Managers, Supervisors and Leads. This training is focused on government and non-profit employment sectors. 
 

Course Topics:

  • Common sources of workplace conflict
  • Instinctual response to conflict
  • Conflict response styles
  • Personal qualities of a mediator
  • Positions and interests
  • Listening skills
  • Open–ended questions
  • Stages of workplace mediation
  • Special issues in mediation

Workshop Reviews


This was THE BEST training I have been to in a long while.  The opportunities to role play with the “experts” was fantastic.

It was such a good training. Inspirational.

Everything our instructor taught was very applicable in both our work life and personal life. I found it valuable to learn how to "hold my ground" and to ask questions that get the point across w/o sounding offensive.

 

The Dispute Resolution Center has a commitment to teach community members about effective collaboration, group decision-making, and the nature, management and resolution of conflict, which is part of our everyday lives. We give talks and offer custom trainings to professional organizations, homeowners associations, clubs, neighborhood associations, manufactured dwelling parks, business groups, schools, etc. Please give us a call at (503) 526-2523 if we can be of service.