thumbnail
People Skills

Conflict Resolution: Getting Along in the Workplace (PLS03EO)

profile
Instructor

Savvy

Reviews 0 (0 Reviews)

Course Overview

What Will Students Learn?

  1. What conflict is and how it can escalate.
  2. The types of conflict and the stages of conflict.
  3. The five most common conflict resolution styles and when to use them.
  4. How to increase positive information flow through non-verbal and verbal communication skills.
  5. Effective techniques for intervention strategies.
  6. Ways to manage conflicts to enhance productivity and performance.

What Topics are Covered?

  1. Defining conflict and types of conflict
  2. Spontaneous and reflective action
  3. The Johari window
  4. Stages of conflict
  5. Conflict resolution style questionnaire
  6. The role of communication in conflict resolution (including information on active listening, paraphrasing, asking questions, and body language)
  7. The conflict/opportunity test
  8. Conflict and its resolution
  9. Helping others through conflict

Course Content

  • Academy Topics

    • Course Overview

    • Pre-Assignment: A Conflict Effectiveness Benchmark

    • Pre-Course Assessment

    • Defining Conflict

    • Types of Conflict

    • Open Conflict vs Hidden Conflict

    • Spontaneous and Reflective Behavior

    • The Johari Window

    • Understanding the Johari Window

    • My Window

    • Case Study: Spontaneous and Reflective Behaviors

    • Stages of Conflict

    • The Five Stages of Conflict

    • Another Version of the Conflict Process

    • Conflict Outcomes

    • Strategies for Dealing with Conflict

    • Creating the Win/Win

    • Conflict Resolution Style Questionnaire

    • The Questionnaire

    • The Conflict Grid

    • Pros and Cons

    • The Role of Communication in Conflict Resolution

    • The Communication Chain

    • Other Barriers

    • Establishing Positive Intent

    • Active LIstening Skills

    • Paraphrasing Skills

    • What is Paraphrasing?

    • Making Connections

    • Powerful Questions

    • Asking Questions

    • Probing Techniques

    • Body Language

    • Pre-Assignment Review

    • The Conflict/ Opportunity Test

    • Conflict and Its Resolution

    • Visualizing Conflict

    • A Strategy for Conflict Resolution

    • Helping Other Through Conflict

    • Preparing for Conflict

    • Conflict Resolution with Facilitation

    • Setting Norms

    • Coaching Through Conflict

    • Managing Your Emotions

    • Recommended Reading List

    • Personal Action Plan

    • Post-Course Assessment

Rp750
  • Lessons 45
  • Enrolled 1
  • Skill Beginner
  • Last Update 10/03/2025