Module 1: Understanding Conflict (About Conflict)
Module 2: The Win/Win Approach (Wanting What’s Fair for Everyone)
Module 3: Creative Response (Ah, Conflict! What an Opportunity!)
Module 4: Empathy (Understanding and Valuing Individual Differences)
Module 5: Appropriate Assertiveness (Saying How it is from My Side)
Module 6: Managing Emotions (Don’t indulge! Don’t deny! Create richer relationships!)
Module 7: Willingness to Resolve (Unlocking Our Part of the Problem)
Module 7: Willingness to Resolve (Unlocking Our Part of the Problem)
Module 8: Designing Options (New Choices for Better Solutions)
Module 9: Negotiation (Creating Suitable Environments for Working Together Towards Resolution)
Activity: Case Study in Conflict (The New Manager)
Conclusion
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