Conflict is often perceived as being negative, destructive and undesirable.  However, conflict is natural and inevitable due to different values, needs, interests and resources of individuals and groups in organisations.  Conflict itself is not problematic.  If it is handled appropriately, conflict can contribute to organisational learning and lead to improved working relationships and performance.

Effective Conflict Resolution Skills

 

TOPICS

 

·         Diagnose the conflict situation

·         Assess different conflict responses

·         Apply the best resolution mode

·         Prepare for collaborative discussions

·         Establish genuine dialogue and discussion

·         Build rapport and respect between parties

·         Propose potential solutions

·         Move towards agreement

·         Review the agreed solution

·         Review the resolution process

·         Progressively establish early resolution systems

 

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This unit partially aligns with the Nationally accredited unit:

 

BSBATSIL503B:

(from BSB07: Business Services Training Package)

Manage conflict