In our industry, we like to think our job is black and white. You follow the rules, you do what you are told, when you are told, and how you are told, and things should run smoothly. We deal with a lot of technology or we rely on our training to carry out tasks and fulfill responsibilities. Everyone is on the same page…EASY RIGHT!?! Then someone throws in the human element. No logic emotionally charged flesh and blood, with chemically filled emotional brains. Sometimes without thinking they throw in a gremlin; whose only intent is to mess up your procedural layout step-by-step world. IT’S CRAZY!!! Often the gremlin is nothing more than an issue that has been brought to you for a solution. Sometimes there is an easy solution, other times, the solution requires more work. When it requires more work, you use up resources and time… then everything goes downhill while emotions go up.
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PPO-201 Conflict Resolution
Conflict resolution is a way for two or more parties to find a peaceful solution to a disagreement, misunderstanding, or dispute among them. The issue may stem from personal, financial, political, or emotional stimuli. When this arises, often the best course of action is negotiation to resolve the issue. In this module, we will explore the basics of Conflict Resolution and give you tools that will help to keep your world orderly. Be mindful of your surroundings. If you are taking this course while at your post, turn your volume down. Be aware of who is around you at all times and remember the customer comes first. Put this course on pause and tend to their needs.
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Course Objectives - Conflict Resolution
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Your World of Conflict
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Conflict Resolution
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Getting Started
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The Structure of Communication
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The Key to Communication is Listening
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How to Develop your Conflict Resolution Strategy
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Coping with Stressful Situations and Pressure Tactics
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Positive Verbal Influence
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Tools you can use in your Positive Verbal Influence
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Additional Resources for Handling Conflict
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Conflict Resolution Assessment