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.
Number of Lessons 15
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- 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
- 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.
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.
A disagreement between two people or groups. Conflicts can be cognitive, affective, or a blend of both.
The process of coming to an agreement and ending a conflict. Most conflict resolution follows the same basic pattern.
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.
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.
A style of management in which one person works for more than one supervisor on a variety of tasks.
The goals of a conflict resolution process.