Class Overview

Conflict Management | Seattle Central College - Continuing Education

When conflict arises in the workplace, are you skilled in deescalating and managing it?

A recent study conducted by the American Management Association (AMA) revealed that the average manager spends more than 20 percent of their day engaged in or reacting to a conflict situation.

This study also identified that out of twenty-five management skills, conflict management was the only one positively correlated to higher earnings and promotion.

During this class, you’ll discover a workable conflict management model, explore case studies in conflict management, and then take away successful conflict management strategies to apply in your workplace.

You’ll have the opportunity to:

  • Improve your ability to identify, address, and manage conflict situations
  • Improve your effectiveness through understanding of the four steps for addressing conflict
  • Understand why conflict is important and how it can enhance performance

Course Outline

Understanding Conflict

  • Definition of conflict
  • The up side of conflict
  • Describe performance expectations related to conflict
Understanding the Conflict Management Model

  • Using the model
  • Dialog for a conflict conversation
  • When to take action and address a conflict situation
Conflict Management Case Studies

  • Review of real world cases
  • Analyze and evaluate the cases
Strategies for Success

  • Creating a standard of performance
  • Creating your own dialog
  • Applying the model

Learning Outcomes

  • Understand when conflict is productive and useful for a team
  • Learn how to identify and determine when to step in to resolve a conflict situation
  • Understand how to communicate using the Conflict Management Model
  • Understand how to create accountability for job performance
  • Understand how to link employee behaviors to the job performance
  • Learn how to be more effective in your relationships with your team

Who Should Take this Class?

  • New managers that need to develop their conflict management skills
  • Existing managers that need guidance on best practices
  • Anyone who would like a more effective method for resolving conflict

Session Details

  • Class ID: 5915
  • Instructor: Klauss, Sally
  • When:
    • Winter Session 2017: 2/6/2017 - 3/3/2017
    • Spring Session 2017: 4/3/17 - 4/28/17
  • Total Number of Hours: 24
  • Where: Online
  • Fee: $245

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