Name: Conflict Resolution
Price: 19.00 GBP
Availability: InStock

What you'll learn

Conflict resolution primer
Conflict anatomy
The conflict resolution process
Games and Conflict Resolution
Mediation and Arbitration
Exercises & tools

Course content

6 sessions · 101 lessons · ~4 hours · first 2 lessons free

▶Module 1: Conflict resolution primer15 lessons

▶1 – Is conflict good or bad?Free2 min
▶Potential Benefits of ConflictFree2 min
▶Exercise: Is This a Conflict?2 min
▶When Does a Situation Qualify as Workplace Conflict that Requires Action?2 min
▶Difference Between Conflict and Confrontation2 min
▶Conflict Resolution Primer2 min
▶Is resolving conflict based on status and power?2 min
▶Conflict Can Be Constructive If2 min
▶It promotes the development of interpersonal skills since2 min
▶It promotes growth as the process of resolution overcomes the2 min
▶Lower productivity as effort and resources are redirected into the2 min
▶Inappropriate decisions are made to support the various causes2 min
▶Is This a Conflict?4 min
▶Action?2 min
▶Definition of Workplace Conflict2 min

▶Module 2: Conflict anatomy18 lessons

▶What this module covers2 min
▶The Four Possible Conflict Outcomes4 min
▶Styles of Resolving Conflict4 min
▶Conflict Analysis Worksheet: Are You in Conflict Now?2 min
▶Conflict Anatomy2 min
▶This can happen when one party is significantly more powerful and2 min
▶Disadvantage: This strategy encourages the other side to take more2 min
▶Negotiation usually occurs when both parties are dependent upon each2 min
▶Advantage: Though the parties have different agendas, negotiation2 min
▶Advantage: In our opinion, this is the best form of conflict2 min
▶Advantage: Occasionally, the conflict between parties is untimely or2 min
▶Conflict Analysis Worksheet2 min
▶Interdependency2 min
▶Number of interested parties2 min
▶Constituent representation2 min
▶Negotiator authority2 min
▶Critical urgency2 min
▶Communication channels2 min

▶Module 3: The conflict resolution process26 lessons

▶The Conflict Resolution Process5 min
▶Bridging and Using the Right Language2 min
▶Activity: Be Specific (15 Minutes)2 min
▶Use “I”- Messages2 min
▶Focus on Behavior Not Personality2 min
▶Activity: Behavior Statements vs. Personality Judgments2 min
▶Keep the Drama Out2 min
▶Bridging3 min
▶Principled negotiation2 min
▶Men, Women, and Conflict2 min
▶Skill Practice Role Play2 min
▶Listen2 min
▶Be specific and avoid vague language such as2 min
▶Be Specific2 min
▶Example2 min
▶Activity: Be Specific2 min
▶You are frustrating when you keep saying the same thing2 min
▶Activity: "I" Messages Exercise2 min
▶Activity: Identify Behavior Statements2 min
▶Activity: Write Behavior Statements2 min
▶When trying to discover the other person’s values and what he/she2 min
▶Finding common ground2 min
▶Some Bridging Words2 min
▶Principled negotiation suggests that it is the agreement between the2 min
▶This prevents you attacking the opposition and holding them responsible2 min
▶Activity: Skill Practice Role Play4 min

▶Module 4: Games and Conflict Resolution22 lessons

▶Conflict Resolution Games2 min
▶Opening Games2 min
▶Advantage Games2 min
▶Disadvantage Games2 min
▶Closing Games2 min
▶Counter Tactics and Dealing with Games2 min
▶✓ Lowered Morale: People are likely aware of an ongoing conflict and this awareness can affect morale on all levels. Over time, when employees are unhappy, they share their disgruntled attitude with others. The situation wears on those who have to listen to them and shades their view of the company as a whole. Even staff who aren’t directly involved in the conflict may start to believe that the company doesn’t care, so why should they give it their all?2 min
▶Games and Conflict Resolution2 min
▶I have a mandate2 min
▶This is the agenda2 min
▶Nothing but the facts2 min
▶Comic2 min
▶Purpose: once they have identified something you want, they can2 min
▶Testing2 min
▶Purpose: to offer something that you want, together with a totally2 min
▶See you in court2 min
▶Abuse2 min
▶All or nothing2 min
▶Time limit2 min
▶Bonus2 min
▶Counter Tactic 12 min
▶Counter Tactic 22 min

▶Module 5: Mediation and Arbitration16 lessons

▶Mediation and Arbitration2 min
▶The Mediator2 min
▶The Four Steps of Mediation2 min
▶Arbitration2 min
▶Advantages of Arbitration2 min
▶Disadvantages of Arbitration2 min
▶Mediation & Arbitration2 min
▶The mediator helps both parties understand the various2 min
▶Unite2 min
▶In arbitration, an independent third party decides on the final outcome2 min
▶Arbitration is particularly useful when there is conflict over facts, a2 min
▶Arbitration, unlike mediation, does not require co-operation between2 min
▶The process does not require process skills to move the debate2 min
▶The process can be costly, which would disadvantage the financially2 min
▶The process encourages an adversarial approach with each party2 min
▶Personal Action plan2 min

▶Exercises & tools4 lessons

▶You are always late2 min
▶You made me sad because you didn’t remember my birthday2 min
▶You drive me crazy with that singing2 min
▶You roll your eyes when you talk to your teammates2 min

About this course

A practical Business Nous course in the Lead People track.

Every lesson is written out in full — this is the complete course, not a summary. You read it, watch the narrated video, and do the exercise against your own business. The workbook is yours to download, print and keep. Finish the lessons and you earn a Business Nous certificate.

Who it's for

Small business owners, managers and ambitious employees who want practical know-how rather than academic theory. No prior study is needed — start where you are and work at your own pace.

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