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Description: Since you can’t prevent conflict, the most important thing is to learn how to handle or manage it in productive ways. In many industries, the amount of time spent on conflict management is surprisingly high. A study by the American Management Association says that managers spend at least 24% of their time on managing conflict. Hospital administrators, school administrators, mayors, and city managers spend even more time on this problem area. What is critical for resolving conflict is developing an understanding of, and a trust in, shared goals. It requires openness, discipline, and creativity. Showing respect for other people and not blaming them enables people to work for mutual benefit. There are no magical phrases or simple procedures for managing conflict. However, there are several strategies for coping with conflict. Knowing when and how to use these techniques can make you a more effective leader. Topics discussed in this course includes; defining conflict, types of conflict, open conflict vs. hidden conflict, spontaneous and reflective action, stages of conflict, strategies for dealing with conflict, the role of communication in conflict resolution, seven steps to ironing things out, facilitating conflict, setting norms, making an intervention, defining interventions, and resistance scenarios.

Section 1
Final Quiz