Credits Hours: 2.00

Course Description:
This course is valuable for anyone who must intervene when others are in a conflict. It addresses how to assess the climate of a conflict and understand the issues. There are methods to gather information, neutralize the situation, clarify points of view, and define the conflict. There are also techniques for brokering a win/win situation, gaining commitment from all parties, and following through for complete resolution.

Learning Objectives:
Upon completion of this program, participants should be able to:

• Assess the climate.
• Understand the issues.
• Determine one's role in resolving the conflict.
• Measure costs and rewards.
• Set the stage.
• Neutralize the situation.
• Gather information.
• Define the conflict clearly.
• Broker a resolution.
• Promote a win/win scenario.
• Obtain a commitment.
• Follow up on the resolution.
• Encourage mutual respect.
• End on a positive note.