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Supervisor Essentials

Conflict Resolution for Different Groups 155

This class describes a variety of situations in which a conflict may occur and offers advice for the best approaches to dealing with those conflicts. Includes an Interactive Lab.

  • Difficulty Beginner

  • Format Online

  • Number of Lessons 15

  • Language English

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Course Outline
  • Objectives
  • Conflict Resolution
  • Methods of Communication
  • Active Listening
  • Different Levels of Conflict
  • Conflicts with Subordinates
  • Conflicts with Former Peers
  • Conflicts with Current Peers
  • Conflicts with Supervisors
  • Framing a Disagreement
  • Conflicts with Multiple Supervisors
  • Prioritizing Conflicting Orders
  • Defending Your Choices
  • Conflicts with Customers
  • Summary
Objectives
  • List the basic steps of conflict resolution.
  • Distinguish between methods of communication.
  • Describe how to listen actively.
  • List the different people with whom a manager is likely to be in conflict.
  • Describe how to address conflicts with subordinates.
  • Describe how to address conflicts with former peers.
  • Describe how to address conflicts with other managers.
  • Describe the benefits of disagreeing with a supervisor.
  • Describe how to frame a disagreement with a supervisor.
  • Describe how to address conflicts with multiple supervisors.
  • List the factors that should go into order prioritizing.
  • Describe how to defend your choice of priority.
  • Explain how to handle customer conflicts.
Glossary
Vocabulary Term
Definition

active listening

Also known as empathetic listening, a method of listening that involves understanding the content of a message as well as the intent of the sender and the circumstances under which the message is given.

conflict

A disagreement between two people or groups. Conflicts can be cognitive, affective, or a blend of both.

conflict resolution

The process of coming to an agreement and ending a conflict. Most conflict resolution follows the same basic pattern.

empathetic listening

Also known as active listening, a method of listening that involves understanding both the content of a message as well as the intent of the sender and the circumstances under which the message is given.

interdependence

The idea that two parties in a conflict need each other to complete their own tasks. Resolving a conflict becomes more important for both parties if they are interdependent.

matrix management

A style of management in which one person works for more than one supervisor on a variety of tasks.

objectives

The goals of a conflict resolution process.