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PROGRESS

INTRODUCTION

CONFLICT MANAGEMENT
 



Steven Kanten, PhD
 

Contents

Reviews and Excercises

Ask KCI
"We are what we
repeatedly do.
Excellence,
then, is not an act,
but a habit."

- Aristotle

Welcome To KCI's Conflict Management Webinar!
I'm Steven Kanten, president of KCI. I have been teaching conflict management programs to Fortune 100 and 500 companies for over 25 years. During this program you will learn how to identify and adapt their own personal conflict resolution styles to successfully resolve conflict, KCI's 5 Step Conflict Management Process, and the communication skills needed to succeed!

Workshop Objectives
At the conclusion of the workshop participants will be able to:

  • Define the concept of conflict in the workplace

  • Identify the potential causes of conflict

  • Identify the positive and negative outcomes of conflict

  • Explain the Thomas-Kilmann Conflict Model

  • Take and score the Kraybill Conflict Style Inventory

  • Identify their own personal conflict resolution style and the conflict resolution styles of others

  • Adapt personal conflict styles to successfully resolve conflict

  • Use a step-by-step process to resolve conflict

  • Use effective communication techniques

  • Be aware of resources to deal with bullying

Conflict is Normal, Natural, Necessary, and Potentially Positive
"We'll start by saying that without exception every relationship of any depth at all has conflict. No matter how close, how understanding, how compatible you are, there will be times when your ideas or actions or needs or goals won't match those of others around you. And just as conflict is a fact of life, so are the feelings that go along with it - hurt, anger, frustration, resentment, disappointment." - Adler and Towne, Looking Out.

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Unit 1
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