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What to Do When Conflict Happens

What causes the most stress across ALL occupations? The interpersonal conflicts we experience on a daily basis. Give your employees a memorable, easy-to-implement way to stay calm and productively work through issues with co-workers.

  • Teaches people to work through conflict on their own
  • Keeps conflicts from escalating
  • Builds interpersonal skills
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Developed and produced in-house by CRM Learning, this title is among the industry's best--reflecting our tradition of excellence and effectiveness. All CRM Learning discounts apply.

Download sample training guide
Includes sample pages from the leader's guide and participant materials.

What To Do When Conflict Happens

CRM Produced

Run time: 21 Minutes

No one likes to deal with conflict, but the truth of the matter is that we must. Problems that aren't dealt with tend to fester and spread into other areas and relationships.

This program acknowledges that it's difficult to confront someone who--in our opinion-- is behaving in a way that is disruptive, unprofessional or self-serving. It presents a simple 4-step approach that helps individuals collect their thoughts and initiate resolution in the most productive way possible.

What to Do When Conflict Happens introduces the C.A.L.M. model:
  • C - CLARIFY the issue
  • A - ADDRESS the problem
  • L - LISTEN to the other side
  • M - MANAGE your way to resolution

What makes the C.A.L.M. approach unique is the first stage - CLARIFY, where employees step back and think. They rationally examine what's happening, why they feel the way they do, what the other person might be feeling and what to keep in mind as they address the issue.

All four stages of the model are depicted in the video program while various stories, set in a variety of workplaces, play out. An added vignette shows how to "scale back" the C.A.L.M. model when there isn't time to use the full approach.

Note: Workshop materials contain a module that can be used for leadership development. This module helps managers and supervisors address conflicts that individuals simply can't (or won't) resolve on their own. Video clips and role plays are used to teach the difference between Mentoring, Mediating and Mandating--as well as when to use each style of intervention.


  • chaptered DVD
  • Leader's Guide PDF
  • PowerPoint Presentation
  • Participant Workbook PDF
  • (Support materials will be emailed to buyers)


Results from using What to Do When Conflict Happens:

Success Story: Learn how a large company used What to Do When Conflict Happens to prepare their managers for any conflicts that could arise.

"After just the first session, I knew I had a winner! The participants wanted to use the Conflict Clarification Questions immediately and commented on how useful they found the model. This content really supports our Accountability Initiative. It provides a very concrete and practical way to "own" your feelings and "empower" yourself to find a solution."
-Nancy Maples
-AVP, Professional Development
-California Coast Credit Union

"Using the C.A.L.M. Model, the 100 plus companies of CPrint(r), Certified Printers International, now have a much better understanding of what conflict is and how to deal with it in the work place. The program held everyone's attention and gave us an easy way to understand and remember the strategies and techniques needed to handle workplace problems in effective and timely ways."
-Thomas P. Crouser
-Crouser &Associates Inc

"Participants have given it very positive post-session evaluations. The C.A.L.M. model is simple, clear and meaningful which makes it easy to absorb and remember. In fact, the program has been so positively received that we are receiving regular requests to deliver the program to individual departments."
-Betsy Burtis
-Manager, Training
-Southern NH Medical Center

"I have used the course several times now and every time, participants have felt it gave them skills they could start using right away! It still takes practice, but they have a better understanding of how they can and should go about it. I have found that breaking it into 2 sessions either 1 or 2 weeks apart is best. It gives them an opportunity to practice the first 2 letters (clarify and address) and come back with questions etc."
-Susan Ruland
-Professional Development Manager

Read what Training Media Review has to say about this program

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Cage Code: 3Q5F1, Status: Active, Expiration 01/20/2021

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