Manager-as-Mediator: Make the SHIFT Through Conflict Course

Module 1: Reframing Conflict

• Understand the purpose and framing of conflict, including psychological safety, recognizing conflict as a normal part of work, and the role of the manager as mediator.
• Reflect on personal approaches to conflict by identifying current challenges, lessons learned, and areas for growth.

Module 2: SHIFT Framework Overview

• Understand the components of the SHIFT Framework, including setting up the conversation, hearing each perspective, identifying needs, finding solutions, and tracking agreements.
• Apply the SHIFT Framework as a structured approach for managing conflict with clear sequencing and discipline.
• Differentiate between reactive and structured approaches to conflict management.

Module 3: Set Up and Perspectives

• Set up the conversation by clarifying purpose and desired outcomes, establishing guidelines and expectations, and defining the facilitator role as neutral and process-focused.
• Practice opening the conversation by developing a clear narrative and setting the tone for productive dialogue.
• Hear each perspective by applying active listening, maintaining neutrality, using paraphrasing and inquiry, and reducing defensiveness.
• Practice paraphrasing and questioning techniques to support balanced and effective communication.