Resolving Conflict
(120.009)

The objectives for this session are listed below. Class may be taken separately or as part of the Certificate of Supervision.

OBJECTIVES:

  • Effective Decision-Making

  • Steps to Great Decisions

  • Definition of Workplace Conflict

  • Four Escalating Costs of Conflict

  • Conflict Realities

  • Conflict

  • Types of Conflict

  • Conflict Strategy

  • Scoring

  • Strategies and Styles in Resolving Conflicts and Negotiating

  • Conflict Styles

  • Using the Appropriate Style

  • Conflict Resolution Model

  • Signs When Mediation is Necessary

  • What Options Do You Have?

  • The Forms of Conflict

  • The Major Impact of Minor Events

  • Resolving Conflict – I (Conflicts of Emotion and Perception)

  • The Conflict Resolution Process

  • Benefits of Using the Conflict Resolution Process

  • Resolving Conflict – II (Conflicts of Need)

  • Diffusing the Hostile Employee

  • Insights and Applications