Conflict Resolution at Work

Kate Carnes & Helen Wieczorek

Intended Audience: Department of Health and Human Services employees. Preference in enrollment for the individual classes will be given to those enrolling in the Leadership Certificate Program.

Credit: 1.8 CEU's

Skill in the area of communications is critical to success as a supervisor. High performance at work requires successful collaboration. The basis for collaborative work relationships is a communication process that includes: listening for understanding, confronting effectively; and implementing solutions based on identified underlying needs of all parties. In this three-day, 18-hour program participants explore such concepts as “problem ownership”, “roadblocks to communication” and “needs vs. solutions” and learn to resolve conflicts.
The learning objectives for the program are that participants will be able to:

  • Explain, demonstrate and use the powerful skill of active listening;
  • Identify common listening errors;
  • Describe different confrontation styles and their impact;
  • Develop and deliver non-threatening confrontations;
  • Explain the effects of power in conflict resolution;
  • Participate in, and learn to lead, a six-step model of problem solving; and
  • Demonstrate skills in managing conflict of values.

This program is one of the required programs for the Leadership Development Certificate.