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BTCW 0137 - Managing Conflict in the Workplace

Business Workshops Part-time Studies Course

School of Business

Course Details

We all encounter people we find difficult to deal with. If not properly managed, these situations can escalate into confrontations - personally stressful and seldom productive. There are time-tested approaches, however, which can defuse these situations, increase communication, and shift the focus from conflict to problem solving. Learn to reduce your own stress and improve your results when dealing with those you have difficulty with. This workshop will provide participants the skills and knowledge to allow them to deal effectively with difficult people and situations. The workshop will be interactive and will utilize discussion, group exercises, games, videos and role play to allow participants to personalize these concepts and skills.



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Learning Outcomes

At the end of the workshop, participants should:

  • Understand what their conflict sources are.
  • Understand all six phases of the conflict resolution process.
  • Understand the five main styles of conflict resolution.
  • Assess your conflict style (using the Thomas Khilman Conflict model).
  • Understand the pros and cons of each conflict style.
  • Be able to adapt the process for all types of conflicts.
  • Be able to break out parts of the process and use those tools to prevent conflict.
  • Be able to use basic communication tools, such as the agreement frame and open questions.
  • Be able to use basic anger and stress management techniques.

Effective as of Spring/Summer 2015


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