How To Improve Conflict Resolution Skills Through Online Training. Employees must be able to effectively resolve conflicts in the workplace. Unfortunately, the soft skills and information they need to accomplish this is often excluded from corporate eLearning programs. Many organizations make task mastery a top priority but forget about the importance of communication, negotiation, and other. Regardless of your professional position, conflict resolution is an invaluable skill. Being able to manage, mediate, and control stressful interpersonal situations is the key to success at work and in your personal life, and Alison’s online courses are designed to help you develop and perfect these skills.
Course Features
Course Highlights
15.667 includes a wealth of resources for anyone interested in teaching or learning about negotiation. The lecture notes section includes full instructions for role-play simulations, and class exercises with discussion questions or instructor's notes. The most essential handouts and ideas from the course have been assembled into a packet called Negotiation 101.
Course Description
Negotiation and Conflict Management presents negotiation theory – strategies and styles – within an employment context. 15.667 meets only eleven times, with a different topic each week, which is why students should commit to attending all classes. In addition to the theory and exercises presented in class, students practice negotiating with role-playing simulations that cover a range of topics. Students also learn how to negotiate in difficult situations, which include abrasiveness, racism, sexism, whistle-blowing, and emergencies. The course covers conflict management as a first party and as a third party: third-party skills include helping others deal directly with their conflicts, mediation, investigation, arbitration, and helping the system change as a result of a dispute.
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Learning and grading in 15.667 is based on: readings, simulations and class discussions, four self-assessments, your analysis of the negotiations of others, writing each week in your journal, and writing three Little Papers.
Disagreement and Conflict
Don't be surprised if and when, during some part of the meeting, an argument or heated exchange between members occurs. When this happens, discussion may quickly degenerate into name-calling and judgment, so it's important to fall back on the ground rules to stop the escalation of heated exchanges.
Words Have Effect
Dealing with Difficult People - Colleen Kettenhofen
As we've mentioned before, the purpose of the safety committee meeting is to come to a decision about what works vs. what doesn't work. And, it's important to use those terms. It might be interesting to discuss some terms that raise a 'red flag' during the meeting. As soon as the chairperson hears any of the following terms, it's important to intervene:
- bad or evil
- wrong or incorrect
- stupid or dumb
- lazy or crazy
- ridiculous or idiotic
These terms above, and others like them, may point the finger of judgment about an idea, but the underlying implication is that the person, rather than the idea, is flawed. The implication may be further strengthened by the relationship message reflected in the tone of voice used.
1. What should the chairperson do if someone starts name-calling in a meeting?
a. Ignore the remarksb. Restate the ground rules
c. Apologize to the offended person
d. Remove the offending person