Description
Learn how to handle different types of conflict effectively.In this topic, you will learn both concepts and methods that will help you be more effective in your organization. After you learn about the three causes of workplace conflict, a review of the five conflict styles will be undertaken with specific examples of their appropriate use. Following this discussion of the conflict styles, the advantages and disadvantages of each of these styles will be considered and compared. The costs and benefits of conflict for organizations will be presented to show that conflict is not always bad and can often be used to tap into strengths of employees in the organization. In the material, both negative and positive responses to conflict will be illustrated with examples. You will then be helped to understand the connection between strong emotions and conflict and how to deal with these feelings when confronted with them during a conflict. Finally, the information will present two specific methods in handling conflict and when they are appropriate to use. The topic will conclude with several alternative methods that can be used to deal with conflict.
Date: 2020-01-14 Start Time: End Time:
Learning Objectives
Common Causes of Conflict
• Task Conflict
• Relationship Conflict
• Process Conflict
Five Conflict Styles
• Competition
• Collaboration
• Avoiding
• Accommodation
• Compromising
Advantages and Disadvantages of the Five Conflict Styles
• When to Use Each Style
• Examples of Their Use
• Comparing the Uses of Each Style
The Costs and Benefits of Conflict
• Costs of Conflict
• Benefits of Conflict
Negative Ways to Respond to Conflict
• Personal Attacks
• Failing to Address
• Using Humor to Deflect
• Hardball Tactics
Positive Ways to Respond to Conflict
• Active Listening
• Calling a Time-out
• Admitting Mistakes
• Brainstorming a Solution
Emotions and Conflict
• Paying Attention to Feelings
• Recognizing the Feelings of Others
• Dealing With Anger and Strong Emotions
• Managing Emotions During Conflict
• Empathy and Self-Control
Techniques to Resolve Conflict
• Interest-Based Negotiation
• Self or Managerial Mediation
• When Appropriate to Use
• Other Conflict Resolution Methods
ASAP PACE ,IAAP ,Additional credit may be available upon request. Contact Lorman at 866-352-9540 for further information.
Bob Churilla-Conflict Resolution Professionals Group
