Conflict Management

Conflict Management outlines the five stages of the conflict cycle and managing conflict techniques. The learning objectives include:

• Explain the five steps of the conflict model

• Determine your approach to managing conflict

• Demonstrate conflict management tools

Key Points

1. Display a neutral view when handling conflict

2. Clearly state your goal and what you need or want to resolve the conflict

3. Identify similarities and differences of views

4. Identify the negative consequences of failing to deal with conflict

5. Listen to responses and confirming understanding

6. Do what you can to achieve your goal and maintain the relationship

Materials included:

• Facilitator's guide

• Course agenda

• In-practice learning activities and handouts

• Sample PowerPoint training slides