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Conflict Resolution
Course Overview
Course Overview (2:04)
Pre-Course Knowledge Check
Defining Conflict
What is Conflict?
Positives and Negatives
Section Summary
Knowledge Check #1
Types of Conflict
The Four Types of Conflict
Section Summary
Knowledge Check #2
Open Conflict vs. Hidden Conflict
Overt / Open Conflict
Covert / Hidden / Suppressed Conflict
Section Summary
Knowledge Check #3
Spontaneous and Reflective Behavior
Speaking and Writing
Section Summary
Knowledge Check #4
The Johari Window
Understanding the Johari Window
Case Study: Spontaneous and Reflective Behaviors
Section Summary
Knowledge Check #5
Stages of Conflict
The Five Stages of Conflict
Another Version of the Conflict Process
Conflict Outcomes
Strategies for Dealing with Conflict
Section Summary
Knowledge Check #6
Creating the "Win-Win"
Case Study: Max and Robin
Section Summary
Conflict Resolution Style Questionnaire
The Questionnaire
Scoring
The Role of Communication in Conflict Resolution
The Communication Chain
Other Barriers
Establishing Intent
Section Summary
Knowledge Check #9
Effective Listening Skills
Listening and Hearing
Tips for More Effective Listening
Section Summary
Knowledge Check #10
Paraphrasing Skills
What is Paraphrasing?
Section Summary
Knowledge Check #11
Powerful Questions
Asking Questions
Probing Techniques
Section Summary
Knowledge Check #12
Body Language
What Is Your Body Language is Saying?
Section Summary
Knowledge Check #13
Conflict and its Resolution
Visualizing Conflict
Strategy for Conflict Resolution
Section Summary
Knowledge Check #14
Helping Others Through Conflict
Preparing for Conflict
Conflict Resolution with Facilitation
Setting Norms
Coaching Through Conflict
Managing Your Emotions
Section Summary
Knowledge Check #15
Personal Action Plan
Your Action Plan
Post-Course Knowledge Check
Another Version of the Conflict Process
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