Managing Conflict

SGRI Copyright 2007

Conflict, strife, and opposing points of view are part of the workplace and part of life; that cannot be changed   But we can change the way we react and manage conflict when it occurs.  In Managing Conflict you will discover practical, proven alternatives that will give you skills to harness in the most difficult and frustrating situations. 

This curriculum achieves the following objectives:

• Define conflict
• Identify sources of conflict in the work environment
• Identify a series of key messages about conflict
• Identify the five basic methods of resolving conflict
• Describe the concept of control in the resolution of conflict
• Identify the differences between mediation and arbitration
• Review the characteristics of active listening
• Self-analyze personal conflict resolution style
• Identify one conflict situation in the workplace and work on a plan for successful resolution