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Course Description

A recent study conducted by the American Management Association revealed that typical managers spend more than 20 percent of their day engaged in or reacting to conflict situations. Out of 25 management skills, conflict management was the only one positively correlated to higher earnings and promotion. Discover a workable conflict management model; discuss case studies in conflict management; and take away successful conflict management strategies for the workplace.

About Your Instructor:

 
 
Your instructor, Sally Klauss, MBA, CPCC, has an extensive background in management, employee training and development, total quality management and business management. She is also a leadership coach specializing in management development. Klauss is a popular online instructor teaching several other courses as well. 

Course Outline

Unit 1
Understanding Conflict
- Definition of conflict.
- The up side of conflict.
- Describe performance expectations related to conflict.
 
Unit 2
Understanding the Conflict Management Model
-Using the model
-Dialog for a conflict conversation
-When to take action and address a conflict situation
 
Unit 3
Conflict Management Case Studies
-Review of real world cases
-Analyze and evaluate the cases
 
Unit 4
Strategies for successAbout Your Instructor
 
 
 
Your instructor, Sally Klauss, MBA, CPCC, has an extensive background in management, employee training and development, total quality management and business management. She is also a leadership coach specializing in management development. Klauss is a popular online instructor teaching several other courses as well.

-Creating a standard of performance
-Creating your own dialog
-Applying the model
 

Learner Outcomes

Course Outcomes
  • Understand when conflict is productive and useful for a team.
  • Learn how to identify and determine when to step in to resolve a conflict situation.
  • Understand how to communicate using the Conflict Management Model.
  • Understand how to create accountability for job performance.
  • Understand how to link employee behaviors to the job performance.
  • Learn how to be more effective in your relationships with your team.

Notes

Course Objectives
  • Improve your ability to identify, address, and manage conflict situations.
  • Improve your effectiveness through understanding of the four steps for addressing conflict.
  • Understand why conflict is important and how it can enhance performance.

Testimonials

Great ideas and examples for dealing with conflict! -Teresa D Arcy, Saskatoon, SK

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