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COURSE OVERVIEW

The workplace is a dynamic, competitive, energizing, and complex place. It is continuing to become more diverse, bringing together people from different nationalities, cultures, educational levels, and world views. Conflicts are a normal part of working relationships and can have a positive impact when they generate new ideas, new solutions, and new ways of thinking about opportunities. They also contribute to personal growth and development as individuals learn to work through conflicts to achieve common goals.
Success comes from understanding how we behave, how we react to others, and how our behaviours can influence others. When a co-worker can meet with a teammate to address a negative attitude or anger, it increases the team’s chances of being successful. It also reduces the number of destructive conflicts the team may have. The customer service agent who can calm down an angry customer usually keeps that customer loyal and improves everyone’s chances for a less stressful day. This course is designed to help give you and your organization that step up.


LEARNING OBJECTIVES

    • Be more aware of your communication style.
    • Use active listening skills to increase understanding and develop empathy.
    • Ask questions using probing and paraphrasing techniques.
    • Discover how your non-verbal messages communicate with others.
    • Present your professional best.
    • Handle difficult situations with more confidence.
    • Build relationships through open and effective communication.

Course Curriculum

Getting Started
Introduction FREE 00:04:00
Before we begin… 00:00:00
Lessons
Unit 01: Conflict Is Part of Normal Behavior FREE 00:09:05
Unit 02: Identifying the Faces of Conflict 00:09:54
Unit 03: Understanding Stages of Conflict 00:17:19
Unit 04: How to Prevent Problems from Arising 00:02:47
Unit 05: Getting Conflict in Focus 00:05:07
Unit 06: When Anger Takes Over 00:01:29
Unit 07: Understanding Anger 00:07:37
Unit 08: What Does Anger Cost You? 00:09:45
Unit 09: The Anger Process 00:06:47
Unit 10: How Does Anger Affect Our Thinking Ability? 00:08:44
Unit 11: Coping with Other’s Anger 00:05:58
Unit 12: Understanding Your Conflict Resolution Style 00:04:03
Unit 13: The Role of Communication in Conflict Resolution 00:06:48
Unit 14: Using Active Listening Skills 00:03:11
Unit 15: Asking Questions with Purpose 00:03:39
Unit 16: Using Paraphrasing Skills 00:05:17
Unit 17: Understanding Body Language 00:03:14
Unit 18: A Conflict Resolution Benchmark 00:02:05
Unit 19: Resolving Conflicts – A Model That Works 00:07:22
Unit 20: Helping Others Through Conflict 00:20:08

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