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Management Training

Employee Performance: Resolving Conflict

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.

Management Training on CD-ROM Course teaches you to:

• 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.

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

Total Learning Time: 2 - 4 Hour(s)

Unit 1: Background Information
Duration: 0.5 - 1 Hour(s)

• 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
Duration: 0.5 - 1 Hour(s)

• 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
Duration: 0.5 - 1 Hour(s)

• 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
Duration: 0.5 - 1 Hour(s)

• 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.

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