Conflict Management

Public Training Course - Taught Live OnLine

Training Description

This online Conflict Management training course helps participants learn to resolve disagreements constructively by improving their interpersonal, communication, and mediation skills. Several exercises and case studies throughout the course give the lessons relevance and practical application in the real world. Students will also become familiar with the guiding principles behind conflict management, the nine approaches to managing disagreement, and a four-phase process for resolving conflict. With the proper understanding of the nature of conflict and with the tools to handle disagreements constructively, participants will be able to enrich their work, their relationships, and their careers.

Training Objectives

Upon Completing this course the student will be able to:

• Understand Conflict Management
• Apply the Guiding Principles of Conflict Management
• Understand the individual personal style of Conflict Management
• Implement the Four-Phase Process for managing Conflict

Training Outline

Understanding Conflict Management

• Guiding Principles
• What is Your Style?
• Nine Approaches to Managing Conflict and Disagreement

The Four-Phase Process for Managing Conflict and Disagreement

• Introducing the Process
• Phase I: Explore
• Phase II: Plan
• Phase III: Prepare
• Phase IV: Implement

Review Case: Serving the Customer

• Summary
• Review
• Reflection