Unit 5: Conflict Resolution
Conflict is a part of our daily lives. Consider the last time you disagreed with a co-worker during a meeting, faced a disgruntled customer, or expressed your dissatisfaction to a vendor. The views of our coworkers and employees rarely align 100 percent of the time. When voiced in an angry or combative way, conflict can damage an organization and destroy interpersonal relationships.
However, when managed properly, conflict can be a valuable tool that generates a tremendously positive influence in a business and personal environment. When resolved effectively, functional conflict can provide an opportunity for us to learn about, and engage in, new and exciting opinions and ideas, generate deeper understanding, and help us enhance and strengthen our personal and professional relationships. In this unit, we explore some alternatives to the potential lose-lose outcome of conflict. You will become familiar with ways to diagnose conflict and apply new strategies for solving the problems associated with conflict.
Completing this unit should take you approximately 11 hours to complete.
Upon successful completion of this unit, the student will be able to:
- identify and employ effective communication, problem-solving, and influence techniques appropriate to a given situation;
- diagnose negotiating problems; and
- describe new negotiation ideas and practices.