Dealing with Conflicts

Prerequisites: The user must be generally able to navigate through a GUI application by clicking buttons and selecting menu items.

Dealing with Conflicts focuses on interpersonal skills emphasizing communication and improvement of management skills by using behavior modeling. This course adresses an audience of team leaders, supervisors, and first-line managers.

For maximum benefit, it is recommended that students first experience the two foundation modules, Fundamental Skills of Managing and Fundamental Skills of Communicating, prior to taking this course.

In any organization and in any group of people, conflicts occur. Good people disagree. So conflicts are unavoidable. Because conflicts happen, you need to know how to deal with them. Conflicts may range from simple misunderstandings to significant morale problems that can threaten to tear the delicate fabric of the organization. Dealing with Conflicts shows you how to explore a conflict and get to the heart of the problem to correct it before it's too late.

Upon successful conclusion of the course, the student should be able to:

• Distinguish between the two main causes of team member conflicts: Personality clashes and work structure problems.
• Be aware of the positive and negative byproducts of conflicts on the job.
• Accept conflict as an inevitable part of all work situations, one that must be dealt with, not ignored.
• Establish a cooperative atmosphere in which to resolve conflicts when they arise.
• Help team members involved in conflicts, to understand each other's point of view.
• Lead team members to agree on facts.
• Help team members to agree on a solution.

Note: All web based training courses are Y2K (Year 2000) compliant.