Learn how to manage conflict on a one on one basis and between members of your team.

You will develop communication and process techniques in order to handle any conflict situation that may arise. Get skilled in dealing with difficult people in an effective manner.

Course curriculum

  • 01

    Conflict Resolution

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    • Introduction
    • How Do You See Conflict?
    • Options for Handling Conflict
    • Five Styles for Managing Conflict
    • Roadmap for Helping Resolve Conflict
    • Broken Windows Philosophy
    • The IDEALS Script
    • Conflict Wrap Up
    • Conflict Resolution Exercise
  • 02

    Exercises & Resources

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    • Mod 4 Bad Customer Service
    • Mod 4 My Logo
    • Mod 4 Constructive Conflict Activity
    • Mod 4 Resolving Conflicts You Are Involved in
    • Mod 4 Our Conflict Commitment
    • Mod 4 The I.D.E.A.L.S. Script
    • Mod 4 Resolving Conflict Between Others
    • Mod 4 Word Picture Resolving Conflict
    • Mod 4 Phil’s Library of Books
  • 03

    Additional Resources

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    • Mod 4 Intro Script
    • Mod 4 How Do We See Conflict Script
    • Mod 4 The Benefits of Conflict and The Options for Handling It Script
    • Mod 4 The Five Methods of Managing Conflict Script
    • Mod 4 Resolving Conflict Between Others Scripts
    • Mod 4 The Broken Windows Theory Script
    • Mod 4 The IDEALS Script
    • Mod 4 Outro Script
    • Mod 4 Resolving Conflicts That You Are Involved in Scripts
  • 04

    Collecting Your Module 4 Certificate

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    • How to Claim Your Certificate