Conflict Resolution for Different Groups 155

This class describes a variety of situations in which a conflict may occur and offers advice for the best approaches to dealing with those conflicts. Includes an Interactive Lab.

CLASS DETAILS

Class Name:
Conflict Resolution for Different Groups 155
Description:
This class describes a variety of situations in which a conflict may occur and offers advice for the best approaches to dealing with those conflicts. Includes an Interactive Lab.
Version:
1.0
Difficulty:
Beginner
Number of Lessons:
15
Additional Language:
Spanish

Class Outline

  • Objectives
  • Conflict Resolution
  • Methods of Communication
  • Active Listening
  • Different Levels of Conflict
  • Conflicts with Subordinates
  • Conflicts with Former Peers
  • Conflicts with Current Peers
  • Conflicts with Supervisors
  • Framing a Disagreement
  • Conflicts with Multiple Supervisors
  • Prioritizing Conflicting Orders
  • Defending Your Choices
  • Conflicts with Customers
  • Summary

Objectives

  • List the basic steps of conflict resolution.
  • Distinguish between methods of communication.
  • Describe how to listen actively.
  • List the different people with whom a manager is likely to be in conflict.
  • Describe how to address conflicts with subordinates.
  • Describe how to address conflicts with former peers.
  • Describe how to address conflicts with other managers.
  • Describe the benefits of disagreeing with a supervisor.
  • Describe how to frame a disagreement with a supervisor.
  • Describe how to address conflicts with multiple supervisors.
  • List the factors that should go into order prioritizing.
  • Describe how to defend your choice of priority.
  • Explain how to handle customer conflicts.

Job Roles

Certifications

MSSC
  • MSSC Safety

Glossary

Vocabulary Term Definition
active listening Also known as empathetic listening, a method of listening that involves understanding the content of a message as well as the intent of the sender and the circumstances under which the message is given.
conflict A disagreement between two people or groups. Conflicts can be cognitive, affective, or a blend of both.
conflict resolution The process of coming to an agreement and ending a conflict. Most conflict resolution follows the same basic pattern.
empathetic listening Also known as active listening, a method of listening that involves understanding both the content of a message as well as the intent of the sender and the circumstances under which the message is given.
interdependence The idea that two parties in a conflict need each other to complete their own tasks. Resolving a conflict becomes more important for both parties if they are interdependent.
matrix management A style of management in which one person works for more than one supervisor on a variety of tasks.
objectives The goals of a conflict resolution process.