8 Sections
28 Lessons
Lifetime
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Module 1: Introduction to Conflict Resolution
3
1.1
Conflict Resolution Course Introduction
1.2
Understanding Conflict
1.3
Conflict Resolution Approaches
Module 2: Communication Skills for Conflict Resolution
4
2.1
Active Listening
2.2
Nonverbal Communication
2.3
Verbal Communication
2.4
Asking Effective Questions
Module 3: Emotional Intelligence and Conflict Resolution
3
3.1
Understanding Emotional Triggers
3.2
Managing Emotions in Conflict
3.3
Empathy and Compassion
Module 4: Negotiation Techniques
3
4.1
Principled Negotiation
4.2
BATNA (Best Alternative to a Negotiated Agreement)
4.3
Identifying Interests and Positions
Module 5: Problem-Solving Strategies
4
5.1
Defining the Problem
5.2
Generating Solutions
5.3
Evaluating Solutions
5.4
Implementing and Monitoring Outcomes
Module 6: Mediation and Facilitation
3
6.1
The Role of Mediators and Facilitators
6.2
Mediation Process and Techniques
6.3
Facilitating Difficult Conversations
Module 7: Dealing with Difficult People
3
7.1
Identifying Difficult Behavior
7.2
Strategies for Managing Difficult People
7.3
Maintaining Professionalism
Module 8: Conflict Resolution in the Workplace
5
8.1
Conflict Management Styles
8.2
Building a Conflict-Resilient Culture
8.3
Conflict Resolution Policy and Procedures
8.4
Conflict Resolution Case Study
8.5
Course Summary
Conflict Resolution Training
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