Managing Conflict Performance-Based Objectives Upon successful completion of this course, students will be able to: • Develop skills to assess a conflict situation and monitor your reaction to the conflict. • Utilize effective communication techniques to manage conflict in a proactive manner. • Resolve conflict through identifying it's source, and determine and implement the best solution. Course Content Lesson 1: Recognizing Conflict Identify Your Personal Reaction to Conflict Develop a Healthy Attitude Toward Conflict Assess the Situation Avoid Conflict Escalation Lesson 2: Responding to Conflict Actively Listen Communicate Effectively Respond to Negative Tactics Lesson 3: Resolving Conflict Identify the Source of the Conflict Determine the Best Solution Implement the Solution |
| Everything about business comes down to PEOPLE. Where in business can we escape the impact of human care, human creativity, human commitment, human frustration, and human despair? There is no reason for anything in business to exist if it does not serve the needs of people. -Bruce Cryer, Re-Engineering the Human System |
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