Managing conflict is intended for executives, managers and employees who are interested in minimizing or eliminating conflict between employees or between employees and customers.

This course will provide ideas and models that will help all managers deal with conflict both within themselves and between other employees.

• Identify the early warning signs of conflict
• Recognize when it is necessary to step in and counsel
• Perform a step by step process for successful conflict resolution
• Apply good listening and communication skills
• Gain the trust of all parties involved in the conflict
• Develop inventive techniques for solving conflicts

Topic 1: When Does Conflict Occur?

• Good news about conflict
• Benefits of Managing Conflict
• Negative Conflict
• Avoiding Conflict
• Positive Conflict
• Your Perceptions

Topic 2: Conflict in the Workplace -- Functional vs. Dysfunctional

• Functional vs. Dysfunctional Conflicts
• Functional Conflict
• Example of Functional Conflict
• Dysfunctional Conflict
• Example of Dysfunctional Conflict

Topic 3: Where Do Conflicts Come From?

• Common Sources of Conflict
• Types of Situations
• Disagreement Between Co-workers
• Unwillingness to Change
• Disputes Over Working Conditions
• Personality Differences
• " It's Not My Job" Conflicts

Topic 4: How Can I Respond to Conflict?

• You Can Choose How to Respond
• Avoidance
• Defusion
• Confrontation Review

Topic 5: What is the First Step of Resolving Conflicts?

• Diagnosing Conflicts
• Remain Impartial
• Actively Listen
• Stakeholders
• The BBQ Brisket: A case study
• Stakeholders Need Information
• Stakeholder Goals
• Stakeholder Methods
• Stakeholder Feelings

Topic 6: How Do I Solve Conflict?

• Conflict Resolution Step 1
• Conflict Resolution Guidelines
• Conflict Resolution Step 2
• Successful Conflict Resolution
• Beware of First Impressions
• Are you Ready to Solve the Conflict?
• Be Sensitive
• Sensitivity Guidelines

Topic 7: Guiding Principles

• Four Guiding Principles
• Keep Your Dignity
• Actively Listen
• Don't Expect to Change Others
• Express Your Perspective

Final Exam