Managing Workplace Conflict
This course covers the essential communication tools that will enable anyone to recognize, defuse and minimize conflict in the workplace. We start with understanding the causes of conflict and the reasons that we react and behave the way we do. We then define emotional intelligence and the responses that will prevent conflict from escalating and investigate strategies for mitigating further conflict and stress. We discuss actual field scenarios and potential approaches to dealing with conflict and different types of “difficult people.” The presentation concludes with a discussion about utilizing a win/win conversation starter to help filter out emotions and achieve positive results.