Catalog Number : agf1192
Title : Managing Conflict - Controlling Those Unwanted Behaviors
Speaker : Barbara Faruggio

Webplay Recording Date : 8-4-2017
Webplay Price : $ 160 for two weeks viewing

Webinar Description:

Today's manager is challenged by a diverse workforce both in generational differences and in personality styles. These differences and lack of understanding lead to conflict. In healthcare, we have a history of avoiding conflict... not dealing with the problem employee. This lack of confrontation is usually due to a lack of knowledge as to which approaches to use with the various types of conflict, which then can lead to increased turnover, lack of productivity and quality of care issues.

This webinar will explore why various types of conflict occur and describe the strategies for dealing with each type of conflict. Manages will also be able to add key concepts on the art of verbal defense and the defined skill sets for a win-win resolution to their manager's tool kit as a take away from the webinar.

Webinar Objectives:

• Define conflict and the variables that create an environment of conflict
• Name the five styles of conflict practiced by managers
• Describe one strategy that best manages a defined style of conflict
• List the Four Phases Inherent in the Conflict Resolution Process
• State two approaches to be used in developing the art of verbal defense
• List two strategies to manage the out-of-control person
• Describe four of the ten skill sets for creating a win-win situation in conflict resolution

A few of the topics that will be covered:

• Understanding that conflict is part of life; both personally and professionally
• Defining conflict and those variables that create an environment of conflict
• Recognizing the 10 most unwanted behavior
• Outcomes resulting from resolved and unresolved conflict
• Defining the five types of responses used to manage conflict
• Recognizing the advantages and disadvantages for each type of responses to conflict
• Exploring the Four Phases inherent in the Conflict Resolution Process
• Variables to consider in managing conflict resolutions
  • Evaluating options available
  • Meeting the needs of an employee's individual personality style
  • Employing the art of verbal defense
  • Managing the out of control person
• Incorporating The 10 Key Critical Skills for a Win/Win Situation in Successful Conflict Resolution

Target Audience:

• Department heads
• Supervisors
• Human Resources
• Senior Leadership

Contact Hours:

• Nursing participants: Instruct-online has approved this program for 1.2 contact hours, Iowa Board of Nursing Approved Provider Number 339.
• All other participants: Must attend the entire Webinar and complete a Webinar critique to receive a 1 Hour Attendance Certificate for each program.

Completion of offering required prior to awarding certificate.