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An Administrative Assistant's Guide to Conflict Resolution

Learn how to handle different types of conflict effectively.

In this topic, you will learn both concepts and methods that will help you be more effective in your organization. After you learn about the three causes of workplace conflict, a review of the five conflict styles will be undertaken with specific examples of their appropriate use. Following this discussion of the conflict styles, the advantages and disadvantages of each of these styles will be considered and compared. The costs and benefits of conflict for organizations will be presented to show that conflict is not always bad and can often be used to tap into strengths of employees in the organization. In the material, both negative and positive responses to conflict will be illustrated with examples. You will then be helped to understand the connection between strong emotions and conflict and how to deal with these feelings when confronted with them during a conflict. Finally, the information will present two specific methods in handling conflict and when they are appropriate to use. The topic will conclude with several alternative methods that can be used to deal with conflict.

Runtime: 88 minutes
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Why Lorman?

Over 33 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

Agenda

Common Causes of Conflict

  • Task Conflict
  • Relationship Conflict
  • Process Conflict

Five Conflict Styles

  • Competition
  • Collaboration
  • Avoiding
  • Accommodation
  • Compromising

Advantages and Disadvantages of the Five Conflict Styles

  • When to Use Each Style
  • Examples of Their Use
  • Comparing the Uses of Each Style

The Costs and Benefits of Conflict

  • Costs of Conflict
  • Benefits of Conflict

Negative Ways to Respond to Conflict

  • Personal Attacks
  • Failing to Address
  • Using Humor to Deflect
  • Hardball Tactics

Positive Ways to Respond to Conflict

  • Active Listening
  • Calling a Time-out
  • Admitting Mistakes
  • Brainstorming a Solution

Emotions and Conflict

  • Paying Attention to Feelings
  • Recognizing the Feelings of Others
  • Dealing With Anger and Strong Emotions
  • Managing Emotions During Conflict
  • Empathy and Self-Control

Techniques to Resolve Conflict

  • Interest-Based Negotiation
  • Self or Managerial Mediation
  • When Appropriate to Use
  • Other Conflict Resolution Methods
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More Program Information

Why Lorman?

Over 33 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

Credits

OnDemand Course

This course was last revised on January 14, 2020.

Call 1-866-352-9540 for further credit information.

  • ASAP PACE 0.1
     
  • This course is pre-approved through the American Society of Administrative Professionals (ASAP) for 0.1 CEU(s) towards your PACE Recertification.
     
  • IAAP 1.5
     
  • This course has been preapproved by the International Association of Administrative professionals for 1.5 recertification point(s).
     

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No credit available.

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Why Lorman?

Over 33 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

Faculty

Bob Churilla

Bob Churilla

Conflict Resolution Professionals Group

  • Partner and co-founder of Conflict Resolution Professionals Group (CRPG), a conflict resolution and consensus building consulting firm that specializes in helping organizations to resolve conflict and build consensus through mediation, facilitation, training, coaching, consulting and team building
  • Some of his clients include the Equal Employment Opportunity Commission (EEOC), Transportation Security Administration (TSA), Unity Worldwide Ministries, Ohio Historical Society and the Michigan Department of Environmental Quality (DEQ)
  • Also a visiting professor at DeVry University and teaches classes on leadership, negotiation, workplace conflict and managing organizational change in the school’s graduate programs
  • Has served as the programming chair for both the International Coach Federation - Cleveland, Ohio Chapter and the Organizational Development Connection, Cleveland Chapter
  • Published the article “Coping and Planning for Uncertainties in the Development of Exceptions to the Employment-at-Will Doctrine” in the Cleveland State Law Review, 1989
  • Ph.D. degree in conflict resolution and analysis; J.D. degree
  • Can be contacted at 440-725-8723 or [email protected]
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Product ID: 406882
Published 2020
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