Strategies for Conflict Management

Mendoza College of Business

How long?

  • 1 day
  • online

Mendoza College of Business

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Who should attend

This final class in the three-course series is ideal for professionals in any industry who need to negotiate and influence with confidence – particularly when faced with heated disputes.

About the course

Solve Problems Without Damaging Relationships!

Strategies for Conflict Management is the third eight-week online course in the Executive Certificate in Negotiation program. This course focuses on the critical skills associated with handling difficult people and situations, highlighting the kinds of negotiation and influence processes that yield optimal outcomes, keeping relationships intact. You will examine ways professionals mediate hotly contested disputes and learn to effectively manage disputes among colleagues or subordinates. This course will also help you improve your own conflict resolution styles as well as your approach to working before, during and after conflicts. In this course, you'll have hands-on opportunities for practice, so you can work to improve critical negotiation and conflict-management skills.

What You’ll Learn

Foundations

  • Strategies for Conflict Management
  • Cost and Benefits of Conflict
  • Conflict Styles
  • Balancing Assertiveness and Empathy

Confrontations

  • Crucial Confrontations
  • Delivering Negative Feedback
  • Managing Unacceptable Behavior

Emotion and Relationships

  • Getting to the Roots of Emotions
  • Managing Hostility and Aggression
  • Downward and Upward Relationship Spirals

Dealing with Difficult People

  • Managing Disputes
  • Three Approaches to Conflict
  • Good and Bad Threats

Managing Disputes

  • Difficult Conversations

Conflicts as a Manager

  • Task Relationship Paradigm
  • Conflict Management Model

Managerial Interventions

  • Mediation
  • Conversation Management
  • Mediation Demonstration Introduction

Best Practices

  • Getting Past Yes
  • Assumptions and Behaviors

Curriculum

8 Week Course

Lesson 1 - Foundations

  • Introduction – Strategies for Conflict Management
  • Interpersonal Conflict – Communication Basics
  • Conflict Components
  • Cost and Benefits of Conflict
  • Conflict Categories – Interpersonal
  • Conflict and Leadership
  • Conflict Styles and Strategies
  • Conflict Styles
  • Balancing Assertiveness and Empathy
  • Conflict Styles – Competing, Accommodating, Avoiding
  • Conflict Styles – Tactical Approaches

Lesson 2 - Confrontations

  • Simulation – Jerry
  • Jerry Debrief
  • Introduction to Crucial Confrontations
  • Crucial Confrontations – Work on Me First
  • Crucial Confrontations – Confront with Safety
  • Crucial Confrontations – Move to Action
  • Delivering Negative Feedback
  • Managing Unacceptable Behavior

Lesson 3 - Emotion and Relationships

  • The Importance of Emotions
  • Getting to the Roots of Emotions
  • Aggression Defined
  • Aggression Foundations
  • Managing Hostility and Aggression
  • Task vs. Relational Conflict
  • Communication and Relationships
  • Gottman and Relational Conflicts
  • Downward and Upward Relationship Spirals

Lesson 4 - Dealing with Difficult People

  • Simulation – Eazy's Garage
  • Eazy's Garage Debrief
  • Managing Disputes: Part 1
  • Managing Disputes: Part 2
  • Three Approaches to Conflict – Interests, Rights and Power
  • Comparing Two Conflict Models
  • Prospect Theory
  • Good and Bad Threats

Lesson 5 - Managing Disputes

  • Simulation – Viking Investments
  • Viking Investments Debrief
  • Difficult Conversations – Introduction
  • Difficult Conversations – Introduction
  • Difficult Conversations – What Happened?
  • Difficult Conversations – Feelings
  • Difficult Conversations – Identity

Lesson 6 - Conflicts as a Manager

  • Dealing With Difficult People
  • Difficult People in the Workplace
  • Farm Gate Model
  • Task Relationship Paradigm
  • Conflict Management Model
  • Problem Solving

Lesson 7 - Managerial Interventions

  • Simulation – Little vs. Jenks
  • Little vs. Jenks Debrief
  • Mediation – Introductory Concepts
  • Mediation – Basics
  • Mediation – Process
  • Mediation – Conversation Management
  • Mediation – Broad Strategies
  • Mediation – How to Participate Effectively
  • Mediation Demonstration Introduction
  • Mediation – Little vs. Jenks

Lesson 8 - Best Practices

  • Getting Past Yes – Overview
  • Getting Past Yes – Assumptions and Behaviors
  • Buying a Toyota
  • Course Conclusion
  • Getting Past Yes – Overview

Strategies for Conflict Management at Mendoza College of Business

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