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Conflict Resolution: Getting Along in the Workplace


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Conflict Resolution: Getting Along in the Workplace


Price: $ 59.95+GST

Many people see conflict as a negative experience. In fact, conflict is a necessary part of our personal growth and development. Think of when you were trying to choose your major in college, for example, or trying to decide between two jobs. However, conflict becomes an issue when the people involved cannot work through it. They become engaged in a battle that does not result in growth. When this type of conflict arises, negative energy can result, causing hurt feelings and damaged relationships. This course will give you the tools that will help you resolve conflict successfully and produce a win-win outcome.

Table of Contents

Conflict Resolution – Getting Along In The Workplace

1. Course Overview

2. Defining Conflict

What is Conflict?

Positives and Negatives

3. Types of Conflict

4. Open Conflict vs. Hidden Conflict

5. Spontaneous and Reflective Behavior

6. The Johari Window

Understanding the Johari Window

My Window

Case Study: Spontaneous and Reflective Behaviors

7. Stages of Conflict

The Five Stages of Conflict

Another Version of the Conflict Process

Conflict Outcomes

Strategies for Dealing with Conflict

8. Creating the Win/Win

9. Conflict Resolution Style Questionnaire

The Questionnaire


The Conflict Grid

Pros and Cons

10. The Role of Communication in Conflict Resolution

The Communication Chain

Other Barriers

Establishing Positive Intent

11. Active Listening Skills

12. Paraphrasing Skills

What is Paraphrasing?

Making Connections

13. Powerful Questions

Asking Questions

Probing Techniques

14. Body Language

15. Pre-Assignment Review

16. The Conflict/Opportunity Test

The Conflict/Opportunity Test

Skills Test

17. Conflict and Its Resolution

Visualizing Conflict

A Strategy for Conflict Resolution

18. Helping Others Through Conflict

Preparing for Conflict

Conflict Resolution with Facilitation

Setting Norms

Coaching Through Conflict

Managing Your Emotions

19. Personal Action Plan

20. Recommended Reading List

21. Post-Course Assessment