SMART Majority

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Conflict Resolution: Getting Along in the Workplace

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Course Overview

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

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Knowledge Checks

Digital Workbook

Certificate

Tutor Support

Course Value $350

Course Description

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. However, conflict becomes an issue when the people involved cannot work through it. They become engaged in a battle that does not result in growth. When this type of conflict arises, negative energy can result, causing hurt feelings and damaged relationships.

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MODULE 1 • 3 LESSONS

COURSE OVERVIEW

• Learning Objectives + Exercise 1
• Pre-Assignment A Conflict Effectiveness Benchmark
• Pre-Course Assessment

MODULE 2 • 4 LESSONS

DEFINING CONFLICT

• Defining Conflict
• Defining Conflict + Exercise 2
• Assumptions
• Positives and Negatives + Exercise 3

MODULE 3 • 5 LESSONS

TYPES OF CONFLICT

• Types of Conflict Part One
• Types of Conflict Part Two
• Inner Conflict
• Interpersonal Conflict
• Group Conflict

MODULE 4 • 4 LESSONS

OPEN CONFLICT VS. HIDDEN CONFLICT

• Open Conflict vs. Hidden Conflict
• Dealing with Conflict
• Open Conflict
• Hidden Conflict

MODULE 5• LESSONS

SPONTANEOUS AND REFLECTIVE BEHAVIOUR

• Spontaneous and Reflective Behaviour
• Spontaneous and Reflective Behaviour Part Two
• Exploring Behaviours

MODULE 6 • 11 LESSONS

THE JOHARI WINDOW

• The Johari Window
• Understanding the Johari Window
• Self-Disclosure with the Johari Window
• My Window + Exercise 4
• Case Study: Spontaneous and Reflective Behaviours
• Case Study: Spontaneous and Reflective Behaviours Part Two
• Case Study: Spontaneous and Reflective Behaviours Part Three
• Case Study: Spontaneous and Reflective Behaviours Part Four
• Case Study: Spontaneous and Reflective Behaviours Part Four
• Questions + Exercise 5
• Questions + Exercise 6

MODULE 7 • 24 LESSONS

STAGES OF CONFLICT

• Stages of Conflict
• The Five Stages of Conflict
• Latent Conflict
• Perceived Conflict
• Felt Conflict
• Manifest Conflict
• Conflict Aftermath
• Conclusion
• Stage 1: Mild Difference
• Stage 2: Disagreement
• Stage 3: Dispute
• Stage 4: Campaign
• Stage 5: Litigation
• Stage 6: Fight and/or War
• Conflict Outcomes
• Win-Lose
• Win-Win
• Strategies for Dealing with Conflict
• Win/Lose Strategy
• Win/Lose Strategy Part Two
• Lose/Lose Strategy
• Results of Win/Lose and Lose/Lose Strategies
• Win/Win Strategy

MODULE 8 • 4 LESSONS

CREATING THE WIN/WIN

• Creating the Win/Win
• Case Study
• Case Study Part Two
• Instructions + Exercise 7

MODULE 9 • 9 LESSONS

CONFLICT RESOLUTION STYLE QUESTIONNAIRE

• Conflict Resolution Style Questionnaire
• The Questionnaire + Exercise 8
• Score Sheet + Exercise 9
• The Conflict Grid
• Pros and Cons + Exercise 10
• Authoritative Command/Competitive + Exercise 11
• Smoothing + Exercise 12
• Compromising + Exercise 13
• Problem-Solving + Exercise 14

MODULE 10 • 13 LESSONS

THE ROLE OF COMMUNICATION IN CONFLICT RESOLUTION

• The Role of Communication in Conflict Resolution
• The Communication Chain
• Speaker’s Words
• Speaker’s Facial Expressions
• Speaker’s Tone of Voice
• Other Body Language
• Other Barriers
• Paradigms
• Education
• Assumptions
• Establishing Positive Intent
• Making Connections + Exercise 15
• Accepting Differences

MODULE 11 • 7 LESSONS

ACTIVE LISTENING SKILLS

• Active Listening Skills
• Active Listening Skills Part Two
• Active Listening Skills Part Three
• Responding to Feelings
• Reading Cues
• Demonstration Cues
• Tips for Becoming a Better Listener

MODULE 12 • 5 LESSONS

PARAPHRASING SKILLS

• Paraphrasing Skills
• What Is Paraphrasing
• Case Study
• Summary Questions
• Making Connections + Exercise 16

MODULE 13 • 9 LESSONS

POWERFUL QUESTIONS

• Powerful Questions
• Asking Questions
• Open Questions
• Handy Questions
• Making Connections + Exercise 17
• Making Connections + Exercise 18
• Probing Techniques
• Probing Techniques, Part Two
• Probing Techniques, Part Three

MODULE 14 • 5 LESSONS

BODY LANGUAGE

• Body Language
• Body Language Basics
• Body Language Basics Part Two
• Making Connections + Exercise 19
• Making Connections + Exercise 20

MODULE 15 • 2 LESSONS

PRE-ASSIGNMENT REVIEW

• Pre-Assignment Review
• Pre-Assignment Review

MODULE 16 • 6 LESSONS

The Conflict/Opportunity Test

• The Conflict/Opportunity Test
• The Conflict/Opportunity Test Part Two
• Skills Test + Exercise 21a
• Situation Two + Exercise 21b
• Situation Three + Exercise 21c
• Situation Four + Exercise 21d

MODULE 17 • 13 LESSONS

CONFLICT AND ITS RESOLUTION

• Conflict and Its Resolution
• Visualizing Conflict
• Conflict Resolution Process
• Assumptions when Using the Conflict Resolution Process
• Hands-On Steps
• Hands-On Steps Part Two
• Hands-On Steps Part Three
• Template
• A Strategy for Conflict Resolution
• Phase Two: Identify the Common Goal
• Phase Three: Identify and Rate Underlying Needs
• Phase Four: Explore Assumptions
• Phase Five: Brainstorm Solutions and Choose One

MODULE 18 • 26 LESSONS

HELPING OTHERS THROUGH CONFLICT

• Helping Others Through Conflict
• Preparation Tips
• Preparation Tips Part Two
• Preparation Tips Part Three
• Give It a Name
• Check for Agreement
• Avoid Process Battles
• Echo
• Keep the Group on Track
• Hold Them to Their Word
• Encourage and Compliment
• Deal With/Accept/Legitimise/Defer
• Don’t Be Defensive
• Use Your Body Language
• Keep It Simple
• Setting Norms
• Sample Norms
• Using Norms
• Sample Survey
• Coaching Through Conflict
• Competing Issues
• Managing Your Emotions + Exercise 22
• The Positive Effect
• Fifteen Steps for Dealing with Upset People
• Five Tips for Dealing with Difficult People
• Six Steps for Dealing with Angry People

MODULE 19 • 5 LESSONS

A PERSONAL ACTION PLAN

• A Personal Action Plan
• Starting Point + Exercise 23a
• Where I Want to Go + Exercises 23b
• How I Will Get There + Exercise 23c
• Summary

MODULE 20 • 3 LESSONS

WRAPPING IT UP

• Recommended Reading List
• Post-Course Assessment
• Digital Workbook Submission

Further Your Learning Journey

Connect your SMART Mind. SMART Body. and SMART Soul. Further your learning with other related resources and courses.

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