Center for Organizational Success (COS)

Strategic initiative: People Focus

Staff Development Plan hours earned: 1 hour, upon passing course quiz with 80% or above

Course Summary:  Conflict can be an obstacle to organizational success and personal job satisfaction. When two or more people work together, conflict is almost inevitable. Although you may not eliminate conflict entirely, you can take control of it – that is, create a positive working environment in which conflict is dealt with maturely and collaboratively.  This module will show you how to do just that. By identifying the source of conflict and implementing effective resolution strategies, you’ll learn how to successfully handle conflict and even prevent unnecessary conflict from occurring in the first place.

Course Objectives:

• Identify your preferred strategy for handling conflict.
• Understand the characteristics and drawbacks of each typical approach to conflict.
• Recognize the various sources of conflict that most often occur in the workplace.
• Implement strategies for effectively resolving conflicts that stem from each source.
• Practice behaviors that minimize tension and conflict.
• Proactively address issues before they escalate into problems.

Strategic initiative: People Focus

Staff Development Plan hours earned: 30 minutes, upon passing course quiz with 80% or above 

Course Summary:  As we interact with our campus community, we seek to meet various needs of our customers (students, employees, community members) on a daily basis.  Sometimes our customers may not even be aware of what exactly they need.  As a result, it is imperative that we know what to ask and how to listen during our interactions. In this module, you will learn how to ask the right questions to uncover the specific needs of customers you are serving as well as how to engage in active listening to help you better understand their true message and needs.

Course Objectives:

• • Identify types of questions to uncover customers’ needs.
  • Identify typical needs and challenges that customers have.
  • Describe challenges we have with listening.
  • Demonstrate how to use active listening techniques.
  • Identify and implement strategies for listening and questioning customers about their needs.