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Description
Learn practical skills for understanding and resolving conflict in today’s changing workplace. Discover strategies for handling difficult people and alternative dispute methods.
Learning Objectives
- Understand the meaning of conflict.
- 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.
- Identify preferred conflict style.
- Understand how to apply the appropriate style of conflict management to a particular conflict.
- Understand the six-step conflict resolution process.
- Apply the conflict resolution process to workplace conflicts to achieve win-win situations.
- Explore the aspects of an Internet-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 when conflict resolution fails.
Documentation Methods
Participants must document their learning by completing the following summative.
1 Multiple Choice Exam - Learner demonstrates knowledge of content by selecting
the correct answer from the choices provided.
The summative must meet 80% of the established criteria.
Module Last Updated: 2025