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Conflict Resolution – Getting Along In The Workplace

Recommended Prerequisites

No prerequisites are required for this course.

Course Overview

Many people see conflict as a negative experience. In fact, conflict is a necessary part of our personal growth and development. Think of when you were trying to choose your major in college, for example, or trying to decide between two jobs. However, conflict becomes an issue when the people involved cannot work through it. They become engaged in a battle that does not result in growth. When this type of conflict arises, negative energy can result, causing hurt feelings and damaged relationships. This course will give you the tools that will help you resolve conflict successfully and produce a win-win outcome.

Learning Objectives

Course Outline

  1. Course Overview
  2. Defining Conflict
  3. What is Conflict?
  4. Positives and Negatives
  5. Types of Conflict
  6. Open Conflict vs. Hidden Conflict
  7. Spontaneous and Reflective Behavior
  8. The Johari Window
  9. Understanding the Johari Window
  10. My Window
  11. Case Study: Spontaneous and Reflective Behaviors
  12. Stages of Conflict
  13. The Five Stages of Conflict
  14. Another Version of the Conflict Process
  15. Conflict Outcomes
  16. Strategies for Dealing with Conflict
  17. Creating the Win/Win
  18. Conflict Resolution Style Questionnaire
  19. The Questionnaire
  20. Scoring
  21. The Conflict Grid
  22. Pros and Cons
  23. The Role of Communication in Conflict Resolution
  24. The Communication Chain
  25. Other Barriers
  26. Establishing Positive Intent
  27. Active Listening Skills
  28. Paraphrasing Skills
  29. What is Paraphrasing?
  30. Making Connections
  31. Powerful Questions
  32. Asking Questions
  33. Probing Techniques
  34. Body Language
  35. Pre-Assignment Review
  36. The Conflict/Opportunity Test
  37. The Conflict/Opportunity Test
  38. Skills Test
  39. Conflict and Its Resolution
  40. Visualizing Conflict
  41. A Strategy for Conflict Resolution
  42. Helping Others Through Conflict
  43. Preparing for Conflict
  44. Conflict Resolution with Facilitation
  45. Setting Norms
  46. Coaching Through Conflict
  47. Managing Your Emotions
  48. Personal Action Plan
  49. Recommended Reading List
  50. Post-Course Assessment


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