Whether they are called disagreements, skirmishes, arguments, or full blown battles, conflicts can wreak havoc in a professional setting. Oftentimes conflicts that go unaddressed can eventually manifest into more severe breakdowns in communication, especially when multiple parties are concerned. This course will equip Realtors® with the ability to smooth things out and keep the peace. Whether the issue is as slight as a mere miscommunication, or as serious as a rigorous conflict in opinion, participants will learn how to come to an equally acceptable resolution, better commune with their clients and co-workers, and apply their newly honed skills to the people-centered world of real estate.

Objectives:

• Analyze the stages of the conflict resolution process to assist them in working with their clients to develop win-win solutions to conflicts/problems.
• Categorize the three major causes of conflict to diagnose the underlying cause of their client's conflict/problem.
• Explain to their clients the two basic assumptions of the conflict resolution process to encourage their clients to work collaboratively with them to find a mutually agreeable solution to the conflict/problem.
• List eight “roadblocks†to communication in order to recognize how they may improve their communication skills when interacting with clients.
• Demonstrate five active listening techniques to set the stage for mutual problem solving with their clients.
• Recognize the two steps to prepare for helping a client to solve a conflict/ problem and to help them set the stage for a profitable discussion of the conflict/problem.
• Utilize active listening skills to identify a client's position in a conflict and the interests that underlie the position in order to gain a clear understanding of the true issue.
• Demonstrate proficiency in restating a problem to enable the participant and the client to brainstorm mutually acceptable solutions to a conflict/problem.
• Produce a consensus based decision for a complex real estate conflict/problem that meets the interests of both the participant and the REALTOR®.

East Broward - DCOTA Office - Conference Center
East Broward - DCOTA Office (Conference Center)
1815 Griffin Road
Suite 104
Dania Beach, FL 33004

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