Objectives
- Distinguish between the two major sources of team member conflicts: personality clashes and work structure problems.
- Be aware of the positive and negative impacts of conflicts.
- Accept conflict as an inevitable part of all work situations, one that must be dealt with, not ignored.
- Establish a cooperative atmosphere to resolve conflicts when they arise.
- Help individuals involved in conflicts understand each other’s point of view.
- Lead them to agree on the facts and a solution.
Skill Points
- Ask each team member to state problem.
- Ask each team member to state other’s view of problem.
- Ask each team member to confirm accuracy of other’s restatement.
- Focus on objective facts, areas of mutual need or mutual goals.
- Ask each team member to suggest solutions.
- Bring both to agreement on specific steps to resolve conflict and set up time for review.
Delivery Methods
Classroom, Online
Classroom: 4 hours
Online: 1-1/2 to 2 hours
