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Description
Learn practical skills for understanding and resolving conflict in today’s changing workplace. Become familiar with how conflicts emerge and learn how to use proven conflict management techniques and styles. Discover strategies for handling difficult people and alternative dispute methods.
Learning Objectives
- Understand the meaning of conflict.
- Identify the signs of conflict in the workplace.
- Analyze the consequences and hidden costs associated with conflict at work.
- Analyze three different types of conflict.
- Identify the difference between substantive and personality-based conflict.
- Examine the five stages of a typical conflict cycle.
- Explore the aspects of five conflict management styles.
- Understand how to apply the appropriate style of conflict management to particular conflict situations.
- Understand a six-step conflict resolution process.
- Apply the conflict resolution process to workplace conflicts to achieve win-win solutions.
- Explore the aspects of an Interest-based Relational Approach (IBA) to conflict.
- Explore the common types of difficult people found in the workplace.
- Examine effective strategies to cope with difficult co-workers.
- Identify alternative strategies for coping with conflict when conflict resolution fails.
Documentation Methods
Participants must document their learning by completing the following summative.
4 Reflections - Learner synthesizes previous knowledge and course content in
order to develop a narrative response.
The summative must meet 80% of the established criteria.
Project Team
Author: Melissa Hagan, M.Ed.
Developed by Carra Summers.
Course Last Updated: 2022