1 - Understanding conflict
Identifying the Causes of Conflict
Harnessing the Benefits of Conflict
Understanding the Key People in Conflict Resolution
2 - Civility in the Workplace
Recognizing Uncivil Behavior
Reaping the Benefits of Civil Behavior
Working with Difficult People
Identifying and Avoiding Incivility
Creating, Implementing, and Enforcing a Civility Policy
3 - Conflict Resolution Process
Making an Effective Atmosphere
Developing Mutual Understanding
Focusing on individual and Shared Needs
Getting to the Root Cause
Building a Solution
4 - Conflict Resolution Strategies
Differentiating Resolution Strategy Versus Process
Recognizing the Advantages and Disadvantages to Collaborating, Competing, Compromising, and Avoiding
Actual course outline may vary depending on offering center. Contact your sales representative for more information.
Who is it For?
Professionals who manage teams and desire to understand what leads to conflict, help peacefully navigate team members through potentially antagonistic situations, encourage and empower others to disagree respectfully and productively, and effectively manage disputes between team members.