Conflict Management

Course Outline

Duration: 1 Day

Description: 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. CONFLICT MANAGEMENT helps students improve their interpersonal, communication, and mediation skills. Several exercises and case studies throughout the book give the lessons relevance and practical application in the real world. Students 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, readers will be able to enrich their work, their relationships, and their careers.

Course Contents:

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