Many people see conflict as a negative experience. In fact, conflict is a necessary part of our personal growth and development, such as the conflict between two choices when making a decision—think of when you were trying to choose your major in college, for example, or trying to decide between two jobs. Conflict becomes an issue, however, when the people involved are stuck on the conflict itself and cannot work through it toward a solution. They become engaged in a battle that does not result in growth. When this type of conflict arises, negative energy can cause hurt feelings and damaged relationships. In this course you will learn about practical tools to help you resolve conflict successfully and produce a win-win outcome.
- What conflict is and how it can escalate
- Types of conflict and the stages of conflict
- The five most common conflict resolution styles and when to use them
- Increasing positive information flow through non-verbal and verbal communication skills
- Effective techniques for intervention strategies
- Ways to manage conflicts to enhance productivity and performance
- Spontaneous and reflective action
- Helping others through conflict
At the end of this course, you will be able to…
- Define conflict, and explain how it can escalate negatively.
- Describe the role of key communication skills, including active listening, paraphrasing, asking questions, and body language, in conflict resolution.
- Employ an appropriate conflict-resolution style in a given situation.
Whether managing down, across, or up in your organization, this course is designed for any nonprofit professional. Supervisors of teams and individuals in HR or HR-like roles may find particular value.