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Course Overview
When people
work together in a diverse and dynamic environment, conflict and
disagreements inevitably arise. Learning to resolve disagreements
constructively is the key to maintaining healthy work relationships
and fostering a productive workplace. This course teaches how to
improve interpersonal, communication, and mediation skills. Several
exercises and case studies throughout the book give the lessons
relevance and practical application in the real world. Participants
will also become familiar with the guiding principles behind
conflict management, the nine approaches to managing disagreement,
and a four-phase process for resolving conflict. With the proper
understanding of the nature of conflict and with the tools to handle
disagreements constructively, participants will be able to enrich
their work, their relationships, and their careers.
Objectives
- Honor the legitimate
interests and viewpoints of others.
- Communicate a helpful
attitude for resolving differences.
- Catch disagreements
before they escalate into conflicts.
- Replace habitual styles
of handling conflict with a strategic approach chosen for the
situation.
- Take action (or planned
action) to manage conflict and monitor the results.
International
Curriculum
Thomson Series: Cengage
Learning delivers highly-customized learning solutions for colleges,
universities, instructors, students, libraries, government agencies,
corporations and professionals around the world.
Course Outline
Part 1: Understanding Conflict Management
Guiding Principles
What's Your Style?
Nine Approaches to Managing Conflict and Disagreement
Part 2: The Four-Phase Process for Managing Conflict and
Disagreement
Introducing the Process
Phase I: Explore
Phase II: Plan
Phase III: Prepare
Phase IV: Implement
Appendix
Review Case: Serving the Customer
Summary Review
Reflection
Additional Reading |
