Managing Conflict

Description

In this course, you will identify the sources of conflict and how to manage conflict effectively.

You will:

Recognize the impact of conflict in the workplace by identifying your personal reaction and developing a healthy attitude toward conflict.
Analyze conflict by assessing the situation and identifying the source of the conflict.
Utilize effective communication techniques to manage conflict in a proactive manner.
Resolve conflict by evaluating approaches, and determining and implementing an action plan with the best solution.

Lesson 1: Recognizing the Impact of Conflict

Topic A: Identify Your Personal Reaction to Conflict

Topic B: Develop a Healthy Attitude Toward Conflict

Lesson 2: Analyzing Conflict

Topic A: Assess the Situation

Topic B: Identify the Source of the Conflict

Lesson 3: Dealing with Conflict

Topic A: Listen Actively

Topic B: Communicate Effectively

Topic C: Respond to Negative Tactics

Topic D: Avoid Conflict Escalation

Lesson 4: Resolving Conflict

Topic A: Evaluate Approaches to Conflict Resolution

Topic B: Determine the Best Solution

Topic C: Implement an Action Plan

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