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PROGRESS

TABLE OF CONTENTS

CONFLICT MANAGEMENT
 



 

Contents

Reviews and Excercises

Ask KCI

Conflict Management

Unit 1 - Introduction

6 Principles to Remember

Definition of Conflict

Causes of Workplace Conflict

Potential Outcomes of Conflict

Unit 2 - Conflict Management Styles

Thomas-Kilmann Conflict Model

Introduction to the Kraybill Conflict Styles Inventory

Two Factors that shape our Conflict Style

Kraybill Conflict Style Inventory

5 Styles of Responding to Conflict

Who's the Bad Apple?

Unit 2 - Summary

Unit 2 - Review

Unit 3  - 5 Step Conflict Management Program

1. Clarify the Issue

2. Understand Each Person's Viewpoint

3. Develop a Mutually Agreeable Objective

4. Brainstorm Solutions

5. Evaluate the Outcome

Leadership and Conflict

Unit 3 - Summary

Unit 3 - Review

Unit 4  - Communication Skills for Conflict Management

Acknowledging

Asserting

Deflecting

Listening

The LADDER Method - Guidelines for Good Listening

Exploring

Using I/You Language

Anticipating

Recognizing Nonverbal Cues

Using MetaTalk

Giving and Receiving Feedback

Limit Setting

Issuing Consequences

Appropriate Consequences

Definition of Workplace Bullying

Dealing with Bullying

What Managers Can and Should Do

Unit 4 - Summary

Unit 4 - Review

10 More Tips for Effective Conflict Resolution

Program Summary - Key Ideas

KCI Conflict Management Program Review

Program Evaluation

Program Certification

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