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Dealing Positively with Conflict

Description

Conflict is an inevitable part of work life. It can block effectiveness or boost results, depending on how you deal with it. Explore your preferred approaches to conflict resolution and learn new strategies for resolving workplace conflict in this dynamic on-line course. Apply conflict resolution skills using practice scenarios and real situations. Prepare for anticipated conflict and lay the groundwork for positive interactions using the practical tools provided in this course.

Objectives

You will be able to use fundamental conflict techniques including setting the stage, leveraging nonverbals and self control techniques.
You will be able to use the four steps of conflict resolution.
You will be able to use advanced techniques including adjusting to style, dealing with difficult people, managing anger in others and handling criticism.
You will be able to analyze conflicts, develop win-win agreements and prepare for a real conflict interaction.

Book

Primary Text

Resolving Conflict Sooner by Kare Anderson

ISBN 0895949768

There will be reading assignments in this book. Although it isn't required for the course, you'll find it helpful.

Additional Book for Fun and Reference

Getting to Yes

Conflict Up Close

Pages 13-30.

The Secret Formula for Conflict Resolution

Pages 31-38 for Step 1 (Topic 1)

Pages 39-44 for Step 2 (Topic 2)

Pages 45-59 for Step 3 (Topic 3)

Pages 60-86 for Step 4 (Topic 4)

Beyond the Formula

No reading assignment for Lesson 3.

Anatomy of a Conflict

No reading assignment for Lesson 4.