Course Overview

LWhat Will Students Learn?

• What conflict is and how it can escalate.
• The types of conflict and the stages of conflict.
• The five most common conflict resolution styles and when to use them.
• How to increase positive information flow through non-verbal and verbal communication skills.
• Effective techniques for intervention strategies.
• Ways to manage conflicts to enhance productivity and performance.

What Topics are Covered?

• Defining conflict and types of conflict
• Spontaneous and reflective action
• The Johari window
• Stages of conflict
• Conflict resolution style questionnaire
• The role of communication in conflict resolution (including information on active listening, paraphrasing, asking questions, and body language)
• The conflict/opportunity test
• Conflict and its resolution
• Helping others through conflict