Conflict Resolution Skills
- What Is Conflict?
- Where Does Conflict Come From?
- Conflict Dimensions
- Difficult People That Cause Conflict
- The Manager as a Conflict Negotiator
- A Model to Manage Conflict Collaboratively
- Five Styles of Conflict Management
- Strategies to Defuse Conflict
- Responding to Criticism
- Assertiveness Skills
- Changing Conflict to Collaboration
- Conflict as a Stress Generator
- Glossary of Terms Used
Evaluation of Individual Objectives
To assess the effectiveness of the course material, we ask that you evaluate your achievement of each learning objective on a scale of A to D (A=excellent, B=good, C=fair, D=unsatisfactory). Please indicate your responses next to each learning objective and return it to us with your completed exam.
- Define conflict and explain the importance of handling conflict in an organization.
- Describe how conflict can be healthy for an organization.
- Improve skills in managing as well as resolving conflict and dealing with interpersonal differences.
- Relate or vocalize disagreement among staff members.
- Outline various definitions of conflict.
- Analyze conflict situations in workplaces involving different individuals and situations.
- Describe 7 major types of conflict and apply them to a real-life situation.
- Identify 4 basic personalities and describe their communication styles.
- Identify 4 behavior patterns and apply them to a real-life situation.
- Describe 3 stages of typical conflicts and appropriate ways to handle conflict situations at each stage.
- List 5 characteristics of a conflict.
- List 9 environmental factors that influence conflict.
- Describe myths and truths about eliminating conflict from personal life or workplace.
- Describe 4 behavior blocks that can potentially interfere with the constructive resolution of a conflict situation.
- Distinguish between unmanaged and managed conflict.
- List 4 guiding principles that may help you resolve conflict.
- Identify behaviors in persons that bother you.
- List 5 tactics you should follow when your personal dignity is threatened.
- Outline 9 measures one should take to prevent difficulties with other people.
- List 5 ways people react when disagreement exists, and employ strategies to effectively deal with them.
- Categorize people by the way they create conflict.
- Explain why women find it difficult working with other women and offer suggestions in dealing with them.
- Recommend 4 keys to effective communication with Generation Xers in the workplace.
- Identify 4 areas for specific management attention in conflict negotiation.
- Describe the personality and actions of a “nice-guy” manager.
- Describe the challenges posed by a “manipulator.”
- List 3 courses of action a manager can take when faced with a conflict in the work environment.
- Explain why groups have trouble resolving conflict.
- Describe the nine-step group conflict management model.
- List 5 styles of conflict management and describe their verifying strengths and limitations.
- Describe 11 strategies to defuse conflict.
- Explain 4 characteristics of principled negotiation.
- Identify 6 styles of negotiators and describe their characteristics.
- Describe conflict formula for angry people.
- List 6 steps necessary for developing a positive conflict attitude.
” Enjoyed the course. Felt like information obtained from this course will make me a better manager.” – A.F., San Jose, CA
“The course contained some valuable tools for conflict resolution.” – T.L., Metairie, LA
” This is a very informative course and the book is one that will be referred to again and again as different situations arise.” -F.F., Bogalusa, LA.
“Course was very clear and concise.” – N.M., Metairie, LA