Managing Conflict

    

Summary:
Conflict in our changing workplaces has become increasingly apparent. Customers demand better service, managers demand improved performance and co-workers compete for limited resources. As we strive for excellence we encounter differences in values, styles and expectations. Increased work diversity - cultural, ethnic, gender, religious, racial - brings opportunities and challenges. Changing organizational structures and the reliance on teams require improved interpersonal skills. Successful employees must learn to manage conflict and turn it into an opportunity for collaboration.Do you ever avoid a sticky situation and then later discover that you are angry or resentful? Do you find that even when you have the best intentions, a conflicted situation seems to escalate? Do you avoid giving colleagues or others direct feedback about behavior that displeases you because you don't want to hurt their feelings? Do you know how to give objective feedback in a way that is comfortable?As a manager or supervisor, are there certain employees who you avoid confronting? Do you sometimes think that talking with this individual about their behavior will just make matters worse? Do you encounter situations where two or three employees are in conflict or have "a personality clash" and you don't know how to help them resolve the problem?

Duration:
1 Day/Lecture & Lab

Audience:
This course is designed to assist managers and employees in learning to manage conflict in a way that is constructive to workplace relationships.

Topics:

• Introductions
• What is Conflict?
• Effective Communication
• Basic communication styles aggressive, passive, passive aggressive, assertive
• Turning conflict into win-win
• Guiding principles for managing disagreement
• Closure

Prerequisites:
There are no prerequisites required for this course.

Last Update: May 24, 2013