Employee Performance: Resolving Conflict

In "Employee Performance: Resolving Conflict " you will learn the strategies and tactics necessary for effective conflict resolution. 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.

This is primarily online training This is an online eLearning or CBT training program Contact Serebra Learning Corporation for more information

Duration: flexible Training Presented in: English

Audience

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

Objective

Topics Include

Unit 1: Understanding Conflict

• 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: In the simulation at the end of this unit you will meet with Kelly Ward Human Resources Assistant at Icon international. You are the manager of a department where conflict has developed. You have asked for some training in this area and Kelly has agreed to test you on what you have learned about conflict resolution so far.

Unit 2: Methods for Resolving Conflict

• 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 the simulation at the end of this unit you will meet with Beth Jacobs Information Systems Manager at Icon International. Icon's latest portfolio management software has been experiencing a high number of technical problems and it has come to your attention that Customer Support is handling an alarming number of complaints from customers who can't access their stock portfolios.

Unit 3: The Process of Resolving Conflict

• 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 the simulation at the end of this unit you will meet with Dan Armstrong and Peter Thomson members of the Consumer Report division. Dan and Peter are responsible for establishing a new Consumer Support System. The phone service was supposed to be installed three days ago but is behind schedule.

Unit 4: Communication Techniques

• 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 the simulation at the end of this unit you will discuss a new product that the Marketing department has created. This product could help to increase Icon's market share. However other departments are unsure of the new innovation. You need to use group similarities to facilitate a conflict resolution and convince the other departments to support the new product.

Duration

3 Hours

Minimum Requirements

The CDROM version of this course requires:

• At least a 486DX 33Mhz CPU.
• Microsoft Windows 3.1 or higher and a Microsoft compatible mouse.
• At least 8MB RAM.
• At least VGA graphics capability with a minimum 512K video RAM (1MB video RAM recommended).
• At least a double speed CDROM drive.
• An MPC compliant sound card with attached speakers or headphones is recommended (Currently only the CDROM version supports audio).

• At least a 486DX 33Mhz CPU.
• Microsoft Windows 3.1 or higher and a Microsoft compatible mouse.
• At least 8MB RAM and 22MB available hard disk space or file server space.
• At least VGA graphics capability with a minimum 512K video RAM (1MB video RAM recommended).

Media

CDROM

• Employee Performance: Managing Difficult People
• Employee Performance: Providing Feedback