Managing Conflict
Course Description Overview
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.
To ensure your success, we recommend you have some level of work experience in any of a variety of organizational settings, and general end-user computer and Internet skills. You may wish to take either of the following United States Career Campus courses or have equivalent knowledge:
- Using Microsoft® Windows® 10
- Microsoft® Office Word® 2016: Part 1 (Desktop/Office 365®)
For this course, you will need one computer for the instructor. The computer will need the following minimum hardware configurations:
- 1 GHz or faster 32-bit (x86) or 64-bit (x64) processor
- 1 gigabyte (GB) RAM (32-bit) or 2 GB RAM (64-bit)
- 16 GB available hard disk space (32-bit) or 20 GB (64-bit)
- CD-ROM drive (if installing any software from a CD-ROM)
- Keyboard and mouse (or other pointing device)
- 1,024 x 768 resolution monitor recommended
- Network cards and cabling for local network access
- Internet access (contact your local network administrator)
- Printer (optional) or an installed printer driver
- Projection system to display the instructor's computer screen
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