Recognize Conflict Early: Learn how to identify when conflict is occurring, even when it is not overt or obvious.
Understand Behavior and Communication: Develop skills to understand the behaviors of those involved and use effective communication to begin the resolution process.
Implement Conflict Resolution Strategies: Explore options for resolving conflicts, choose the best solution, and evaluate the outcome to ensure a positive resolution for all parties.
When you deal with people there will be conflict situations, this is normal. The key is to recognize when conflict is occurring and take steps to manage it. This course covers the basic steps to managing conflict and conflict resolution. First and foremost is to recognize when conflict is occurring. It is not always as obvious as a shouting match. Once the conflict situation is confirmed, understanding the behavior of the parties involved and communication are the key elements in starting the resolution process. Successful resolution involves exploring options, choosing one, and evaluating the results. While not always possible, a successful resolution should allow all parties to go away feeling like winners.