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.

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Class Details

Class Name:: Conflict Resolution for Different Groups 155
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 Fast Track Safety
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.