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Conflict Resolution: Getting Along At Work (ConflictResolution)

Personal and Professional Development


Many people see conflict as a negative experience. In fact, conflict is a necessary part of our personal growth and development. Think of when you were trying to choose your major in college, for example, or trying to decide between two jobs.

This course will give you the tools that will help you resolve conflict successfully and produce a win-win outcome.

  • Section One: Course Overview
  • Course Overview
  • Learning Objectives
  • Personal Objectives
  • Section Two: Defining Conflict
  • What is Conflict?
  • Positives and Negatives
  • Section Three: Types of Conflict
  • Types of Conflict
  • Section Four: Open Conflict vs. Hidden Conflict
  • Open Conflict vs. Hidden Conflict
  • Section Five: Spontaneous and Reflective Behavior
  • Spontaneous and Reflective Behavior
  • Section Six: The Johari Window
  • Understanding the Johari Window
  • My Window
  • Johari Window Case Study
  • Case Study Questions
  • Section Seven: Stages of Conflict
  • Five Stages of Conflict
  • Another Version of the Conflict Process
  • Conflict Outcomes
  • Strategies for Dealing with Conflict
  • Section Eight: Creating the Win/Win
  • Case Study
  • Section Nine: Conflict Resolution Style Questionnaire
  • The Questionnaire
  • Scoring
  • The Conflict Grid
  • Pros and Cons
  • Section Ten: The Role of Communication in Conflict Resolution
  • The Communication Chain
  • Other Barriers
  • Establishing Positive Intent
  • Making Connections
  • Section Eleven: Active Listening Skills
  • Active Listening Skills
  • Section Twelve: Paraphrasing Skills
  • What is Paraphrasing
  • Pairs Exercise
  • Section Thirteen: Powerful Questions
  • Asking Questions
  • Making Connections
  • Probing Techniques
  • Section Fourteen: Body Language
  • Body Language Tedx Talk
  • Body Language
  • Making Connections
  • Section Fifteen: Pre-Assignment Review
  • Pre-Assignment Review
  • Section Sixteen: The Conflict/Opportunity Test
  • The Conflict/Opportunity Test
  • Skills Test
  • Section Seventeen: Conflict and Its Resolution
  • Visualizing Conflict
  • Template
  • A Strategy for Conflict Resolution
  • Section Eighteen: Helping Others Through Conflict
  • Preparing for Conflict
  • Conflict Resolution with Facilitation
  • Setting Norms
  • Coaching Through Conflict
  • Managing Your Emotions
  • Personal Action Plan
  • Personal Action Plan
  • Recommended Reading List
  • Course Evaluation
Completion rules
  • All units must be completed