Course Code: REL-ALL-0-CR
Hours: 0.5
Type: Online Course
Content Expiration Date: 12/31/2025
Learning Objectives:
Identify different types of conflict.
Explain how to handle conflict appropriately.
Describe strategies for dealing with difficult people appropriately.
Outline:
Section 1: Introduction
A. About This Course
B. Learning Objectives
Section 2: Conflict Basics
A. Understanding Conflict
B. Common Types of Conflict
C. Substantive Can Become Affective
D. Review
E. Necessary vs Unnecessary
F. Causes of Unnecessary Conflict
G. Potential Conflict
H. Review
Section 3: Resolving Conflict
A. Keep an Open Mind
B. Consider the Cause
C. Use Active Listening
D. Be Respectful
E. Use “I” Statements
F. Focus on One Problem at a Time
G. Forget About Beating the Other Person
H. Have a Plan
I. Walk Away
J. Review and Resolve
K. Moving Beyond Conflict
L. Review
M. Summary
Section 4: Dealing with Difficult People
A. Personal Attitude
B. Maintaining Control
C. Personality Types
D. The Know-It-All
E. The Bully
F. The Complainer
G. The Cynic
H. Review
I. Summary
Section 5: Conclusion
A. Summary
B. Course Contributors
C. References
D. Congratulations!
Instructor: Isla C. Miller
Ms. Miller is the founder and president of Cape Rosier Consulting, a marketing and communications firm with offices in Baltimore, Maryland, and Blue Hill, Maine. She also serves as creative director, business consultant, and copywriter. Her experience and knowledge span multiple industries: from renewable energy, senior living, and financial services to nonprofit organizations, fine arts and fashion, technology, retail, and management and leadership development. She also develops and facilitates leadership workshops, serves as an executive coach, and designs and writes employee training programs. Prior to founding Cape Rosier Consulting in 2006, she worked for MBNA and Bank of America for 11 years. During those years, she provided oversight for corporate divisions including customer service, education and leadership development, and marketing.
Expert Reviewer: Justin Hess, MS
Justin Hess, M.S. received his Masters of Science in Industrial/Organizational Psychology from Alliant International University and is currently pursuing his doctorate in the same discipline. He has almost 10 years of experience in working with organizations for the purposes of assessment, selection, training, organizational and leadership development, and project management. In these roles, he has directly hired and developed over 85 internal personnel, while also acting as a liaison and directing projects for over 100 external personnel. In the realm of learning, Justin has taught university courses on talent, staffing, and selection, and he has reviewed, managed, or written content for over 400 e-learning courses. Justin is currently the Product Manager for Assessments at Relias.
Target Audience:
The target audience for this course is: All Staff; in the following settings: All Healthcare Facilities.
Relias Learning will be transparent in disclosing if any commercial support, sponsorship or co-providership is present prior to the learner completing the course.
Relias Learning has a grievance policy in place to facilitate reports of dissatisfaction. Relias Learning will make every effort to resolve each grievance in a mutually satisfactory manner. In order to report a complaint or grievance please contact Relias Learning at support@reliaslearning.com.
All courses offered by Relias Learning, LLC are developed from a foundation of diversity, inclusiveness, and a multicultural perspective. Knowledge, values and awareness related to cultural competency are infused throughout the course content.
To earn continuing education credit for this course you must achieve a passing score of 80% on the post-test and complete the course evaluation.
Course Delivery Method and Format
Asynchronous Distance Learning with interactivity which includes quizzes with questions/answers, and posttests.