Washington University in St. Louis
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MGT660: Resolving Workplace Conflict

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Course summary:

Today’s business environment challenges organizations to increase productivity, improve quality, shorten cycle time and reduce costs. Learn how to help employees and managers understand the complexities of conflict, including the possible causes and solutions. 

Course experience:

This course teaches leaders how to recognize the signs of escalating conflict and take appropriate action to minimize damage. Leaders are introduced to two resolution tactics—coach and mediate—and practice using the Interaction Essentials as they coach then negotiate to resolve a conflict. 

Who should take this course?
Technical professionals wishing to earn Washington University's Technical Leadership Certificate. This course is designed to teach participants ways to increase their effectiveness with teams, in meetings and in individual discussion with peers, managers, vendors and customers.
 

Course outline:

  • Accountability and Conflict: Facilitator introduces the course and leads a discussion of the stages of the conflict. Learners build the Accountability Matrix, a construct that identifies behaviors that help leaders to either facilitate or enable conflict and employees to either take ownership or avoid resolution of conflict. Learners reflect on a series of questions about how well they promote conflict resolution.
  • Coaching to Meet Personal Needs: Facilitator explains when to coach an employee and when to step in and mediate. The role of the key principles, especially empathy and involvement, in addressing people’s personal needs during conflict is emphasized. Learners watch a video leader who defuses emotions and meets the individual requirements of an employee who is involved in dispute. Learners discuss how asking powerful, open-ended questions can include people and strengthen their commitment to resolving conflict.
  • Coaching to Meet Practical Needs: Facilitator leads a discussion on how the Interaction Guidelines can help leaders work through people’s practical needs in conflict discussions. Learners watch the leader from the previous video as she coaches her employee to resolve the conflict.
  • Coaching Skill Practice: Participants conduct two prepared skill practices using the coaching resolution tactic.
  • Mediating Toward a Common Goal: Participants discuss the difference between coaching and negotiating and are given a list of tips for a successful mediation. They then conduct a prepared mediating skill practice where two partners play the role of the people in conflict.
  • Session Close: Learners reflect on their course experience and how they can use the skills and techniques to resolve conflict back in the workplace successfully.

Learning outcomes:

  • Reduce the damaging effects of workplace conflict on individuals, groups, and the organization
  • Effectively address workplace conflict and enhance productivity, efficiency, and morale
  • Help others take responsibility for resolving their conflicts
  • Promote a culture of trust and mutual respect within their workgroup
Type:
Virtual Classroom
 
Day & Time:
Tuesday June 4, 2024
3:00 to 7:00 p.m.
 
Enrollment Deadline:
May 28th, 2024
 
Location:
Zoom
 
Course Fee(s):
$595
 
CEUs:
0.4
 
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Enrollment Deadline is May 28th, 2024 at 5 PM CST. Beyond this date, please call 314-935-4444 to register.

CANCELLATION POLICY
A full refund will be given when a registrant cancels more than five (5) business days prior to the start of the class. Cancellations received within 5 business days of the start of the class and no-shows will be billed in full. Another person may be substituted at any time at no additional charge.
 
A request to transfer a class to a future date can only occur if the request is more than 5 business days prior to the start of class.  Otherwise, the request will be considered a cancellation and the policy will apply.
Type:
Virtual Classroom
 
Day & Time:
Thursday Sept 19, 2024
4 to 8:00 p.m.
 
Enrollment Deadline:
Sept 12th, 2024
 
Location:
Zoom
 
Course Fee(s):
$595
 
CEUs:
0.4
 
add2cart-1
 

Enrollment Deadline is Sept 12th, 2024 at 5 PM CST. Beyond this date, please call 314-935-4444 to register.

CANCELLATION POLICY
A full refund will be given when a registrant cancels more than five (5) business days prior to the start of the class. Cancellations received within 5 business days of the start of the class and no-shows will be billed in full. Another person may be substituted at any time at no additional charge.
 
A request to transfer a class to a future date can only occur if the request is more than 5 business days prior to the start of class.  Otherwise, the request will be considered a cancellation and the policy will apply.
Type:
On Campus Classroom
 
Day & Time:
Wednesday Dec 11, 2024
8:30 a.m. to 12:30 p.m.
 
Enrollment Deadline:
Dec 4th, 2024
 
Location:
Washington University
Lopata Hall, Room 511
 
Course Fee(s):
$595
 
CEUs:
0.4
 
add2cart-1
 

Enrollment Deadline is Dec 4th, 2024 at 5 PM CST. Beyond this date, please call 314-935-4444 to register.

CANCELLATION POLICY
A full refund will be given when a registrant cancels more than five (5) business days prior to the start of the class. Cancellations received within 5 business days of the start of the class and no-shows will be billed in full. Another person may be substituted at any time at no additional charge.
 
A request to transfer a class to a future date can only occur if the request is more than 5 business days prior to the start of class.  Otherwise, the request will be considered a cancellation and the policy will apply.

Accrediting Associations:

Applies toward the following certificates:

Technical Leadership Certificate
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Have questions?
Contact us if you would like to speak with a program director or visit our Frequently Asked Questions page.
"This is a perfect capstone class and the most directly relevant to a leader's most difficult job." MGT660: Resolving Workplace Conflict