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Course Outline

This Workplace Conflict Resolution Training Course covers the following:

#1   Table of Contents
  • Table of Contents
#2   Introduction to Conflict
  • Not so Effective Workplace Conflict Resolution
  • Disagreements
  • The Parties Involved
  • The Perceived Threats
  • Needs, Interests and Concerns
  • Scenario
  • Test Your Knowledge
  • Chapter Feedback
#3   Conflict Styles
  • Competing
  • Accommodating
  • Avoiding
  • Compromising
  • Collaborating
  • Scenarios
  • Test Your Knowledge
  • Chapter Feedback
#4   How We Respond to Conflict
  • Emotional Response
  • Cognitive Response
  • Physical Response
  • Scenario
  • Test Your Knowledge
  • Chapter Feedback
#5   Perception and Conflict
  • Perceptual Filters
  • Culture, Race, Belief and Ethnicity
  • Gender and Sexuality
  • Scenario
  • Knowledge
  • The Messenger
  • Previous Experience
  • Test Your Knowledge
  • Chapter Feedback
#6   Workplace Conflict
  • Warning Signs
  • Assumptions
  • Composure
  • Communication
  • Points of View
  • Your Turn
  • Resolving the Conflict
  • Strategies for Managing Workplace Conflict
  • Strategies for Managing Workplace Conflict (continued)
  • Test Your Knowledge
  • Chapter Feedback
#7   Conflict and Difficult Employees
  • Complainers
  • Dealing with Complainers
  • Cynics
  • Dealing with Cynics
  • Controllers
  • Handling Controllers
  • Caretakers
  • Handling Caretakers
  • Test Your Knowledge
  • Chapter Feedback
#8   Thank You!
  • Course Feedback
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