Chinook Learning Services - Calgary, Alberta, Canada

Conflict Management

Course Description

A recent study conducted by the American Management Association (AMA) revealed that the average manager spends more than 20 percent of their day engaged in or reacting to a conflict situation. This study also identified that out of twenty-five 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 then take away successful conflict management strategies to apply in your workplace.

Agenda

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 success

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