Communication Skills for Resolving Conflict

Overview/Description
 Although, through the use of good communication skills, conflict in the workplace can be minimized, it can't be eradicated entirely. On the occasions when disharmony inevitably arises, there is a need for a different set of communication skills--those of negotiation, mediation, or arbitration. This course will give you an understanding of the various causes and outcomes of conflict, together with a practical demonstration of the styles and communication involved in the negotiated resolution of one to one conflict. You will also learn how to act as a third party mediator or arbitrator in situations where the parties concerned seem unable to resolve the dispute unaided.

Target Audience
 Those within the organization whose roles require them to achieve results by being able to influence other people such as colleagues, senior managers or clients. Also, anyone who has responsibility for managing, supervising, or leading staff.

Expected Duration
5.0 hours

Lesson Objectives:

Understanding Interpersonal Conflict

  • recognize the benefits of understanding interpersonal conflict.
  • differentiate between examples of affective conflict and cognitive conflict.
  • use the appropriate communication skills to sustain constructive conflict in a given scenario.
  • characterize the sources of interpersonal conflict in the workplace.
  • use appropriate strategies to preempt or avoid interpersonal conflict.
  • recognize the results of too little or too much cognitive conflict in the workplace.

    • Negotiating a Resolution

  • recognize the benefits of being an accomplished negotiator.
  • classify described behaviors and communication according to the negotiating strategies they represent.
  • recognize the characteristic strategies of collaborative negotiation.
  • utilize collaboration strategies in a given conflict scenario.
  • identify the essential factors of constructive confrontation.
  • in a given scenario, utilize confrontation strategies to resolve conflict productively.

    • Mediation in the Workplace

  • recognize the benefits of being an accomplished mediator.
  • recognize the barriers to successful mediation.
  • given a description of mediation, identify what part(s) of the process was not undertaken.
  • match the required communication skills with the roles of a mediator.
  • within a given scenario, demonstrate the appropriate mediation communication skills.

    • Course Number: COMM0006