Overview
Overview
Thank you for reading this post, don't forget to subscribe!Course Description
Competing Interest, clashing personalities, and limited resources mean that disagreements at work are inevitable. However, they don’t have to be a source of unhealthy tension. How you approach conflict can make the difference between a negative outcome and a productive one. This course explains how conflicts happen and identifies a straightforward process for addressing them. The class is very hands on: participants engage in numerous discussions and exercises related to identifying conflict, planning responses, and resolving conflict. Topics include:
- Identify common causes of conflict
- Identify beneficial versus destructive conflict
- Explore your options for handling a disagreement
- Prepare for a difficult conversation
- Manage your and your counterpart’s emotions
- Power, influence, politics, and negotiating aspects of conflict resolution
- Develop a resolution and rebuild trust
- Know when to walk away
Prerequisites
A basic familiarity with the subject matter is helpful, but not required.
Course Outline
Course Outline
Lesson 1: Identify and Prepare for Conflict
- Types of Conflict
- Emotional, Cognitive, Resources, Personality, Others
- Disadvantages and Advantages of Conflict
- Physiological and Emotional Consequences of Conflict
- Theories of Conflict
- Levels of Conflict (S. Leas)
- Limited Resources
- Equity Theory
- Systems Theory and Differing Stakeholder Goals
- Personality Conflict
- Sources of Organizational Conflict
- Conflict Between People, Within a Group, Between Groups
- Options for Handling Conflict
- Conflict and Cultural Factors
Lesson 2: Manage a Conflict
- Assess the Situation
- Get Ready for the Conversation
- Take a Conflict Resolution Preference Survey
- Conflict Resolution Techniques (Blake and Mouton):
- Problem Solving
- Compromising
- Smoothing
- Withdrawing
- Forcing
- Other Methods
- Negotiations and Conflict Resolution
- Win-Win Negotiations
- Win-Lose Negotiations
- Tactics: Missing Man
- Tactics: Meet in the Middle
- Tactics: Limited Authority
- Tactics: Competition
- Tactics: Deadline
- Tactics: Legitimacy
- Tactics: Precedent
- Tactics: Others
- Legal Considerations and Conflict Resolution
- Mediation
- Arbitration
- Litigation
- Power, Influence, Persuasion and Conflict Resolution
- Sources of Power
- Influence versus Power
- Ethical Considerations of Power, Influence, and Persuasion
- The Reality of Politics and Tactics
- Choose the Appropriate Setting
- Have a Productive Conversation
- Body Language
- Pitch, Tone, Volume
- Listening Skills
- Paraphrasing, Clarifying, and Summarizing
Lesson 3: Resolve a Conflict
- Agree on the Resolution
- Plan the Resolution in Detail
- Protect the Relationship, and Rebuild the Relationship, as Necessary
- Navigate Common Situations
- Assessing Lessons Learned Related to Conflict Management