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Conflict Resolution

Abstract
This course will define what conflict is, why it happens, and how we can manage it.

Audience
Anyone who deals with people on a daily basis.

Objectives of the course

• Define conflict
  • Characteristics of Conflict
• Determine why conflict happens and why we need to manage it
  • Characteristics of Conflict
  • Costs associated with conflict
    • Direct Costs
    • Productivity Costs
    • Relationship Costs
    • Emotional Costs
• Identify five Conflict Management Styles and when it is best to use each
  • Avoid - Persuade - Accommodate - Innovate - Negotiate
  • Conflict Management Style Self-Test
• Understand the six steps of the Conflict Management Model
  • Guiding Principles in Handling Conflict
  • A Problem Solving Approach to Handling Conflict
  • How to disagree.. and reach agreement

Course Format
Participants will learn through lecture, discussion, and group exercises.

Duration
1/2 day (4 hours)