Description
Course info
Rating
(127)
Level
Beginner
Updated
Sep 10, 2015
Duration
1h 41m
Description

The aim of this course is for you to be able to identify and deal with conflict before a crisis occurs. This course is suitable for anyone that works in a team environment, whether you are a manager or not. The course has five main objectives: to identify the different stages of conflict and describe what happens at each stage, to explore your own relationship with conflict and how it can affect performance, to learn how to stop conflict from escalating and move both parties to agreement, to determine your natural style for dealing with conflict, and to understand the process for using negotiation and/or mediation for resolving conflict.

About the author
About the author

Stephen Haunts is an experienced Software Developer and Leader who has worked across multiple business domains including Computer Games, Finance, and Healthcare Retail and Distribution. Stephen has worked in languages ranging from Assembler, various forms of BASIC, to C and C++, and then finding his love of C# and .NET.

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Section Introduction Transcripts
Section Introduction Transcripts

What Is Conflict?
Welcome back to my course on conflict resolution in the workplace. My name is Stephen Haunts. In this module we're going to explore what conflict is. We'll start off by looking at a definition of conflict, then we'll look at some typical causes of conflicts. Next we'll look at some consequences of conflict that occur in the workplace. And finally, we'll look at what is called the conflict curve where we identify the different stages of conflict. Let's start off by looking at how conflict is defined.

Feeling and Needs
Welcome back to my course on conflict resolution in the workplace. My name is Stephen Haunts. In this module we're going to explore your feelings and needs. We're going to start off with an exercise of self reflection to see how you react in certain situations. Then we're going to look at different stages to conflict resolution. These will include both positive and negative paths to resolution. Next we'll take a look at anger and how if this anger intention is not released properly, it can build up into a scenario you can't control. Then we'll finish the module with another self reflection exercise, we will look at how you are feeling at the moment. Let's get started by looking at how you react in different situations.

Conflict Resolution Styles and Behaviours
Welcome back to my course on conflict resolution in the workplace. My name is Stephen Haunts. In the previous module we looked at a couple of self reflection exercises. These are important to help you reason with how you react in different situations. Completing these exercises will help you prepare for running through the practical exercises in this module. In this module we're going to explore conflict resolution styles and behaviors. We'll start off by determining your conflict resolution style. Here we'll talk about different styles that are associated with different animals. These are the competing shark, the collaborating owl, the avoiding turtle, the accommodating teddy bear, and the compromising fox. Then we look at a test that you can do to help determine which of these styles you fit into. I'll first run through the test based on my own answers as an example and you'll then have an opportunity to take the test and score yourself. Next we'll look at a sample model that you can use in any situation to help you resolve a conflict. This is called the DESC model, which stands for describe, explain, share, and compromise. This model is particularly powerful for dealing with difficult behaviors. We will then look at people with different behavior types and their impact on a conflict resolution scenario. In this section we'll look at assertive behavior, direct aggressive behavior, indirect aggressive behavior, and passive submissive behavior. Then we'll take a look at what's called empathetic communication where we'll look at how we can communicate with people with empathy. Then finally, we'll look at your rights in the workplace with regards to conflict resolution. Let's take a look at some of the different conflict resolution styles and how to determine your own style (Loading).

Negotiation and Mediation
Welcome back to my course on conflict resolution in the workplace. My name is Stephen Haunts. In this module we're going to look at negotiation and mediation. We'll start by looking at definitions of both of these and then we'll look in more detail about what negotiation is. We'll then take a look at some tips to help you improve your listening skills. And then finally, we'll take a closer look at mediation. So let's get started by taking a look at the definitions of both negotiation and mediation.