When most of us face conflict, we often either avoid dealing with it, or we jump in and try to force a solution. These responses may be driven by a lack of comfort with or even a fear of conflict. Unfortunately, neither response is always correct, and neither approach should be the first step. Professors Klingel and Nobles will share how to overcome these instincts and successfully apply a problem-solving approach to conflict.
The first course in this series, “Diagnosing Workplace Conflict,” focused on fully diagnosing a conflict without jumping into problem solving. In this course, you’ll look at how to best handle a fully diagnosed conflict using a problem-solving approach. A common issue we’ll address is jumping to solutions before understanding the scope of the conflict and the needs that will have to be addressed to resolve it. Thus, you’ll begin by determining the scope. Depending on the scope you may move forward with the problem-solving approach, or, you may decide to let it go. The problem-solving approach, which consists of eight steps that can be broken down into three key elements, is the framework through which this course is taught. In the course project, you’ll practice applying this approach to a conflict of your choosing. The approach is intended to be used when solving conflict you are directly involved in. Despite this, we’ll offer practical advice on how you could adapt this for other use cases.The course Diagnosing Workplace Conflict is required to be completed prior to starting this course.
Faculty AuthorSally Klingel
Benefits to the Learner
- Move from conflict diagnosis to problem solving
- Determine the scope of the conflict and how to proceed
- Determine the problem, interests, and criteria for successful resolution
- Generate options and agree on a solution
- Implement and monitor a measurable solution