Managing Workplace Conflict

Course Description

The workplace is a dynamic, competitive, energizing, and complex place. It is continuing to become more diverse, bringing together people from different nationalities, cultures, educational levels, and world views. Conflicts are a normal part of working relationships and can have a posi tive impact when they generate new ideas, new solutions, and new ways of thinking about opportunities. They also contribute to personal growth and development as individuals learn to work through conflicts to achieve common goals.

Success comes from understanding how we behave, how we react to others, and how our behaviors can influence others. When a co-worker can meet with a teammate to address a negative attitude or anger, it increases the team’s chances of being successful. It also reduces the number of destructive conflicts the team may have. The customer service agent who can calm down an angry customer usually keeps that customer loyal and improves everyone’s chances for a less stressful day. This course is designed to help give you and your organization that step up.

Course Details
Delivery Methods
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What You Will Learn

Define the types and stages of conflicts.
Understand common conflict resolution methods and know when to use them.
Discover new and effective methods for dealing with difficult people.
Use specific techniques for managing and handling Anger.
Use verbal and non-verbal communication skills to manage emotions and facilitate positive conversations
Develop coping techniques for handing difficult people and situations conversations.
Build your confidence to address conflicts positively rather than avoid them.
Use techniques to mediate conflicts with your team members or co-workers.
Control your emotions when other people around you are angry.
Communicate with others in a constructive, assertive way.

Course Outline

Unit 1: Conﬂict Is Part of Normal Behavior
Unit 2: Identifying the Faces of Conﬂict
Unit 3: Understanding Stages of Conﬂict
Unit 4: How to Prevent Problems from Arising
Unit 5: Getting the Conﬂict in Focus
Unit 6: When Anger Takes Over
Unit 7: Understanding Anger
Unit 8: What Does Anger Cost You?
Unit 9: How Does Anger Aﬀect Our Thinking Ability?
Unit 10: Understanding Behavior Types
Unit 11: Coping with Other’s Anger
Unit 12: The Role of Communication in Conﬂict Resolution
Unit 13: Using Active Listening Skills
Unit 14: Using Paraphrasing Skills
Unit 15: Asking Questions with Purpose
Unit 16: Understanding Body Language
Unit 17: Understanding Your Conﬂict Resolution
Unit 18: A Conﬂict Resolution Benchmark
Unit 19: Resolving Conﬂicts – A Model That Works
Unit 20: Helping Others Through Conﬂict

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Online Course

Price: $99.99

The online, self-paced training program is an excellent way for students to train at their own pace. This means they can focus on areas of specific need. This program offers an interactive experience so there’s no need for traditional lectures or presentations; everything takes place through lesson plans with videos as well as exercises.

Benefits of this Format:
With our digital learning system, you can learn virtually anytime anywhere and at your own pace.
Online training is an excellent way for companies with remote employees or multiple office locations to achieve certification. It's also considerably more cost effective than traditional methods, which makes it a smart investment that can help your business grow!
Course activation time is as quick and easy as 1-2-3. Get your employees up to speed in just 24 hours with our quick course design process that's perfect for any business!

Instructor-Facilitated Learning

Price: Check Calendar for Pricing

Skilled Now offers a variety of classes that are available to take from the comfort and safety of your desk. These scheduled courses provide students with live, instructor-led training delivered by Skilled now faculty using web conferencing software and an audio bridge so you can interact without ever leaving home or office!

Benefits of this Format:
With a flexible schedule, you can take this course whenever it’s most convenient for your day. Check out the different instrucor calenders that appeal to you.
With our interactive and engaging learning experiences, you'll be able to master new topics in a matter of days.
Spend time interacting with the instructor. Ask questions and get clarification on anything you don't understand or feel uncomfortable about!

Private Group Training

HDI offers a unique training solution that can be conducted at your facility, removing individual expenses and giving you more control.

Benefits of this Format:
Take the hassle out of managing your training schedule by scheduling classes and picking them up on-demand.
If you're looking for an affordable way to save money, this is it! With groups of eight or more the option often becomes more cost effective.
You are in charge of the training schedule

Skilled Now Corporate Training Program

Skilled Now understands that you need to provide your staff with the latest training resources and courses. That’s why we offer your in-house instructor training and certification so they can deliver Skilled Now courseware on site, right at their location of choice!

This is the perfect solution for companies that are looking to train more than 50 employees annually. The program includes HDI training and certification, so you can ensure your new hires have what they need from day one!

Benefits of this Format:
The learning process is made more engaging with someone who knows your business inside-out.
The instructor can customize the course to fit your needs and career goals. For example, he or she might show you actual reports from companies that interest you specifically so it's easier for both of us!
You are in charge of the training schedule