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Conflict Resolution


About the Course

  • Causes of conflict

  • Conflict Styles (TKI)

  • Introduce concepts of Win-Win and Win

  • Communication protocols during conflict

  • Review and define benefits of effective conflict resolution and the consequences of dealing with conflict ineffectively

  • Review Interest-Based Relational Approach

  • Discuss

    • ‘Difficult’ people

    • Rapport

    • Discussion vs Argument

  • Assess a 5-Step Conflict Resolution Process

Course outcomes

  • Learn to spot and work with difficult people

  • Devise strategies for turning arguments into discussions

  • Raise a difficult subject or give difficult feedback without an argument resulting, through the use of rapport

  • Achieve resolution through the use of win-win

  • Understand when conflict can be useful and how to use dissension for progress

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