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Class Description

Constructive Conflict

Knowing how to recognize, understand and intervene effectively in conflict situations is a critical career-enhancing skill and a powerful business tool.

The class outlines the causes of conflict within the workplace in general, specific areas of contention within IT, strategies to deal with conflict, various techniques designed to defuse tense situations, and a formalized conflict resolution process.

Class Topics include:
  • Initial Thoughts and Vocabulary
    • The typology of conflict
    • Types of conflict
    • The Conflict Spiral
  • Causes of Employee Conflict
    • Conflict within IT
    • Dealing with conflicting goals
    • Confrontations over limited resources
  • Conflict Strategies
    • Rationale and action
    • Collaboration vs. compromising
  • Quick Conflict Resolution Tips
    • Techniques to establish positive dialog
    • Defining a workable solution
    • Dealing with and defusing high emotions
  • Ways to Reduce the Potential of Future Conflicts
  • The Conflict Resolution Process
    • A seven step process moving from defining the issues at hand, through resolution, and ending with ways prevent future conflicts
Key Take-A-Ways:
  • Understanding of conflict sources and dynamics in IT
  • Reasons for internal employee conflict
  • Working knowledge of key conflict resolution strategies
  • A life skill that has both personal and professional value

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