Business Skills Training : Managing Conflict

Managing Conflict

Business Skills Training Overview

This course will assist you in understanding and implementing strategies that will help to manage conflict effectively.

Course Objective:

You will identify the sources of conflict and how to manage conflict effectively.

Delivery Method:

Instructor led, group-paced, classroom-delivery learning model with structured hands-on activities

Target Student;

Any business professional who encounters conflict in the workplace

Hardware Requirements

Pentium 90 MHz or higher processor, or Macintosh PowerPC.
Screen resolution of 800 x 600 set to 256 colors.

Software Requirements

Microsoft Windows� 95, Windows� 98, Windows� 2000, Windows� Me, Windows� NT 4.0, Windows� XP Home Edition, or Windows� XP Professional.
Microsoft Internet Explorer 5.0x, 5.5, 6.0; or Netscape Navigator (excluding 6.0 and 6.1).
Apple QuickTime 5.0 or higher; Macromedia Flash Player 6.0.79 or higher; or Macromedia Shockwave 7.0.2, 8.0, 8.5, 8.5.1 or higher.
Adobe Acrobat Reader 6.0 or higher. .

Performance-Based Objectives

Upon successful completion of this course, students will be able to:

develop skills to assess a conflict situation and monitor your reaction to the conflict.
utilize effective communication techniques to manage conflict in a proactive manner.
resolve conflict through identifying it's source, and determining and implementing the best solution.

Course duration

0.5 Days

Business Skills Training outline

Lesson 1: Recognizing Conflict

Topic 1A: Identify Your Personal Reaction to Conflict
Topic 1B: Develop a Healthy Attitude Toward Conflict
Topic 1C: Assess the Situation
Topic 1D: Avoid Conflict Escalation

Lesson 2: Responding to Conflict

Topic 2A: Actively Listen
Topic 2B: Communicate Effectively
Topic 2C: Respond to Negative Tactics

Lesson 3: Resolving Conflict

opic 3A: Identify the Source of the Conflict
Topic 3B: Determine the Best Solution
Topic 3C: Implement the Solution