Conflicts Between Employees

Conflict among employees is inevitable. The outcomes of conflict are not always predictable. Conflict can escalate and end in nonproductive results, or conflict can be resolved and lead to very productive outcomes. This course covers the ways that conflict is experienced on an individual level; how conflict progresses and escalates; and how conflict impact others such as fellow employees in general and other members of teams/work groups.

About the Course

Upon completion of this class, participants will be able to:
• Recognize situations that lead to conflict, identify root
causes, and take steps to diffuse conflict.
• Communicate with team members in a way that
facilitates conflict resolution.
• Identify and apply the leadership skills that facilitate
appropriate responses to conflict.

Course Outline

1. Overview of conflict (negative vs. beneficial conflict)
2. Conflict triggers and causes of conflict
3. Conflict behaviors, the conflict cycle and the personal
cost of conflict
4. Emotional responses to conflict, anger triggers,
personal goals for reducing conflict
5. Conflict behaviors and conflict styles
6. The model of magnification
7. Standards of behavior
8. Examination and analysis of root causes
9. Conflict mediation – the process and guidelines
10. Moving conflict to resolution
Note: Role-playing exercises are conducted throughout
the course.