Employee Performance: Managing Difficult People

Outline

1. Contents
2. Description
3. Audience
4. Prerequisites
5. Objectives
6. Topics Include
7. Duration
8. Minimum Requirements
9. Media

Description

Learn the strategies and tactics necessary for effective conflict resolution in Employee Performance: Resolving Conflict. You will be given the opportunity to create a more productive work environment by addressing conflict between another manager and yourself, between employees, and among team members.

Audience

This course is for managers and employees who encounter conflict in the workplace.

Prerequisites

(Currently no course prerequisite information)

Objective

• Examine many sources of conflict.
• Explore the harmful and beneficial sides of conflict.
• Use, identify, and address various conflict resolution methods.
• Understand the difference between resolving and managing conflict.
• Address difficult personalities.

Topics Include

Unit 1: Background Information

• Understand why conflicts occur.
• Know the two kinds of conflict that can develop.
• Understand how conflict can benefit an organization.
• Differentiate between conflict resolution and conflict management.
• Simulation Overview:
• Each of the simulations allows you to practice the skills learned in the instructional content. You will enter realistic scenarios in which you will interact with a variety of individuals. By using the knowledge you have gained, you control the outcome of each simulation.

Unit 2: Conflict Between Managers

• Identify conflict resolution styles.
• Know when to use collaboration.
• Use compromise when appropriate.
• Accommodate others to resolve conflict.
• Know when to use control.
• Realize when avoidance is appropriate.
• Simulation Overview:
• In this simulation, your latest management software portfolio has been experiencing a high number of technical problems. It has come to your attention that Customer Support is handling an alarming number of complaints from customers who cannot access their stock portfolios.

Unit 3: Conflict Between Employees

• Assess the conflict situation.
• Identify the sources of conflict.
• Determine how personalities affect a conflict situation.
• Meet each party's needs effectively.
• Select a course of action.
• Simulation Overview:
• In this simulation, two of your employees are responsible for establishing a new Consumer Support System. The telephone service was supposed to be installed three days ago, but is behind schedule.

Unit 4: Conflict Within a Team

• Understand how communication can help you resolve conflict.
• Maintain dialogue between disputing parties.
• Avoid becoming caught up in the conflict situation.
• Offer criticism appropriately.
• Use listening skills to resolve conflict.
• Simulation Overview:
• In this simulation, the team has identified a product that could help elevate your position in the market but it has been unable to convince others to support the new program.

Duration

4

Minimum Requirements

Minimum System Requirements: (Server)

• Microsoft NT 4.0 Server running Microsoft’s Internet Information Server (IIS) 4.0 (Service Pack 4 or newer)
• 200 MHz Pentium Processor Computer with a least 64 MB of RAM
• 15 MB of hard drive space per Audio Enhanced version
• 5 MB of hard drive space per Graphic Enhanced version
Minimum Playback Requirements: (Client)

• Netscape 4.064.X with JVM 1.1.5 or higher.
• Microsoft Internet Explorer 4.01 Service Pak 2 with latest JVM from Microsoft.
• 100 MHz Pentium Processor Computer with at least 16 MB of RAM
• Windows 95, 98, NT 4.0, 2000
• 800 X 600 monitor at 16 bit color depth
• Sound Card and Speakers

• Netscape 4.064.X with JVM 1.1.5 or higher.
• Microsoft Internet Explorer 4.01 Service Pak 2 with latest JVM from Microsoft.
• Pentium Processor Computer with at least 16 MB of RAM
• Windows 95, 98, NT 4.0, 2000
• 800 X 600 monitor

• Latest JVM from Microsoft
• 100 MHz Pentium Processor Computer with at least 16 MB of RAM
• Windows 95, 98, NT 4.0, 2000
• 800 X 600 monitor at 16 bit color depth
• Sound Card and Speakers (optional)
CDROM Playback Specifications

Pentium Processor 166 MHz Computer
Windows 95, 98, NT 4.0, 2000
800x600; 16bit color
16 MB of RAM
At least 5 MB of hard drive space
Note: QuickTime requires an additional 20MB on the first install
Double speed CDROM drive
16bit sound card with speakers

Media

© Copyright Serebra Learning Corp., 2002