Managing Workplace Conflict

Managing Workplace Conflict

Conflict occurs regularly in any place where people with different habits, preferences and opinions work together. Conflicts can present serious barriers to realizing your store's sales and service goals. This course introduces techniques to create a work environment where as conflicts arise, they are recognized and resolved. To help managers develop an action plan for conflict resolution, use the course’s downloadable worksheet.

Audience: Managers

Track: Manage Your Team

Course Topics:

  • Taking a Positive Approach
  • Dealing with Difficult People
  • Preparing for Conflict
  • Analyzing Conflict
  • Resolving Conflict
  • Avoiding the Pitfalls of Conflict
  • Conflict Intervention for Managers

After completing this course, managers should be able to:

  • Describe why conflict should be approached as an opportunity.
  • Describe strategies to prepare for conflict.
  • Identify the two dimensions and four types of conflict.
  • Explain the four steps to resolving conflicts and five possible outcomes.
  • Identify common pitfalls of conflict resolution and strategies to avoid them.
  • Outline guidelines for manager intervention in associate conflicts.
  • List six strategies for dealing with difficult people.
  • Course topics: 2.5 hours
  • Course test: 40 minutes

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Managing Workplace Conflict

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