Conflict Management: Navigating Conflict in the Workplace

Course Details

When individuals have differing points of view, it is easy to become positional and believe that there is only one right solution. This type of miscommunication can create tension and lead to misunderstandings especially in the workplace. This course explores how we give & receive messages and how this can create conflict. Students will delve into the dynamics of anger, examine their listening habits in conflict situations, and discover the difference between collaborative, judgemental, and defensive responses. Through practice situations, students will develop essential communication skills of acknowledging, probing, asserting and balancing assertiveness with understanding.

Learning Outcomes

  • Identify personal values, beliefs and attitudes that may influence conflict in the workplace. 
  • Learn the differences between positional-based thinking (win-lose or competitive thinking) and interest-based thinking (win-win or cooperative bargaining).
  • Apply the principles of conflict resolution in order to obtain a collaborative outcome.
  • Understand the power of assumption and perception while learning to question one’s own judgements of others. 
  • Demonstrate an understanding of clear, effective communication by applying the skills of reflective and active listening, summarizing, empathy and appropriate questioning techniques.
  • Develop descriptive language and practice assertive “I” statements as distinguished from passive or aggressive language and behaviour.
  • Contrast the anger arousal cycle with de-escalation techniques to reduce the harmful effects of anger on relationships.

Course Delivery

The program is currently offered in a workshop format over two days. Click on the Section Code link to register.

Course Code: MGCM 002  Click on the section code link below to register.