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Conflict Management

SKU: C-455Duration: 23 Minutes Certificate Included

PPV format perfect for individual users.

Get immediate access to this interactive eLearning course online. Must be used within 30 days, expires 48 hours after launch.

Great for in-person classroom training or as an alternative to DVD.

Includes printable documents and Convergence Video Player for Windows systems. Content expires after 1 year.

Ideal for corporate licensing and volume users who also need administrative tracking and reporting on training.

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Course Details

Specs

Training Time: 23 minutes

 Mobile Compatible

Based on: Industry Standards and Best Practices

Languages:

  • English

When people work together, there will inevitably be disagreements. Some of these disagreements are minor, but some can turn into major conflicts. If conflicts are not resolved, they can lead to long-term tension and unhappiness among employees. This course illustrates how to resolve conflicts using the SLOW method, reasons for different points of view, and tips for face-to-face communication. Following the ideas in this course can help your team use conflict situations as an opportunity to solve work or personal problems, and therefore become more productive and unified.

At the end of this module, you will be able to:

  • Define workplace conflict
  • Describe positive and negative aspects of workplace conflict
  • Identify why resolving conflicts is important
  • Define the SLOW method of conflict resolution
  • Describe the importance of looking at a conflict from different perspectives
  • Describe different ways people communicate
  • List tips for resolving problems face-to-face with a coworker

The following key questions are answered in this module:

What is workplace conflict?
Workplace conflict is typically a minor disagreement between coworkers that has escalated into something major.

Are there different types of major conflicts?
Yes, they include: verbal abuse, passive aggressive behavior, refusal to work together, withholding information from one another, and physical violence.

If I don't resolve the issue, will it impact my professional life?
Unresolved conflicts can lead to bigger long-term problems. These include, increased stress levels, decreased productivity, and lowered employee morale.

What is the SLOW method?
S - Step back from the conflict; L - Look at the problem from the other person's perspective; O - Organize a plan on how to proceed; W - Work together to resolve the problem.

Should I choose a specific way to approach someone I'm having a conflict with?
Yes, knowing how people communicate will help determine how to approach resolving the conflict. The three most common ways are: face-to-face, on the phone, and written through email or text message.

After resolving an issue, is there a way to avoid similar conflicts from happening in the future?
Have both party's involved come up and agree on future expectations so that this conflict doesn't reoccur. After agreeing on expectations, a documented email should be sent to each party summarizing what was agreed upon. This shows official documentation, and if necessary, can be referenced in the future.

Below is a transcript of the video sample provided for this module:

Conflict is often thought of as a bad thing. However, a conflict can actually be an opportunity for employees to come together, solve work or personal problems, and then become a better, more unified team. A conflict can become a problem when it is ignored or goes unresolved. An unresolved conflict can lead to long-term tension and unhappiness among employees. For this reason, it is important to address workplace conflicts and try to resolve them as soon as they arise.

Use the additional resources and links below to learn more about this topic:

  • U.S. Department of Labor’s Occupational Safety & Health Administration (OSHA) – www.osha.gov
  • OSHA Grant Materials - https://www.osha.gov/dte/grant_materials/fy10/sh-20835-10/module_1_c2.pptx
  • Mind Tools – www.mindtools.com
  • Mind Tools Communication Skills - http://www.mindtools.com/page8.html
  • Mind Tools Articles - http://www.mindtools.com/pages/article/newLDR_81.htm
  • Business Management Daily – www.businessmanagementdaily.com
  • Human Resources - http://www.businessmanagementdaily.com/human-resources#_
  • Publication - http://www.businessmanagementdaily.com/glp/25986/Workplace-Conflict-Resolution.html
  • Forbes – www.forbes.com
  • Forbes Articles - http://www.forbes.com/sites/mikemyatt/2012/02/22/5-keys-to-dealing-with-workplace-conflict/

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