Resolving conflict using communication skills

Course overview

As the workplace gets more diverse, it is inevitable that conflict and disputes may arise in the workplace. However, knowing how to deal with conflict properly will help strengthen your organisation. In this course, learners will explore conflict resolution and how different people handle conflict differently, as well as constructive and destructive conflict and potential sources of conflict. Learners will gain knowledge on the different conflict management styles and its five basic approaches, with tips on how to improve communication skills when faced with conflict.

Outcomes

• Identify the different sources and types of conflict in the workplace.
• Understand the nature of conflict and identify the factors involved in conflict.
• Distinguish and explain the differences between destructive and constructive conflict.
• Identify and understand the sources of conflict with regards to interpersonal- and organisational sources.
• Identify the common causes of conflict within an organisation and understand the consequences of unresolved conflicts.
• Identify the five basic ways of handling conflict.
• Effectively handle and resolve conflict in the workplace using a step-by-step guide.

Lessons

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  Introduction to conflict resolution

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  The nature of conflict

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  Conflict management styles

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  Communication and conflict

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  Handle and resolve conflict