What is the definition of "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.

Learn more about active listening in the class Conflict Resolution for Different Groups 155 below.


Supervisor Essentials Training


Class Information
Supervisor Essentials Training Tooling U-SME classes are offered at the beginner, intermediate, and advanced levels. The typical class consists of 12 to 25 lessons and will take approximately one hour to complete.
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.
Prerequisites: none
Difficulty:Beginner
Number of Lessons:15
Language:English, Spanish
 
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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
  
Class 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.

Class Vocabulary

Vocabulary TermDefinition
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.