Managing Conflict

Course Description Overview

Course Number:
097005
Course Length:
1 day
Course Description Overview:
An organization improves its likelihood of success by effectively managing conflict. As a leader within your organization, you share in that responsibility. This course will help you cultivate the skills necessary to help manage conflict and ultimately to decrease the presence of conflict in the workplace.
Course Objectives:

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.

 


Target Student:
This course is intended for any business professional who encounters conflict in the workplace.
Prerequisites:

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®)
Course-specific Technical Requirements Software:

  • Microsoft® Windows® 10
  • Microsoft® Office 16
  • Any PDF reader
    • Course-specific Technical Requirements Hardware:

    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

     

    Certification reference (where applicable)
    -
    Course Content:

    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


    Registration
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