Whether you've been directly involved in a conflict or witnessed coworkers engaged in one, you've encountered conflict in your work environment. In this lesson, you will recognize the impact of conflict in the workplace. Recognizing how you're personally affected and that conflict can drive change helps you to be ready to respond to a conflict effectively, increasing your chances of achieving positive results.

In the previous lesson, you identified your own reaction to conflict and explored how to develop a healthy attitude toward conflict. Before you can resolve conflict, you have to identify its source and gather information about the specifics of the conflict. In this lesson, you will analyze the conflict.

In the previous lesson, you gained tools to analyze conflict in the workplace. To manage conflict effectively, you need to understand the techniques used when responding to conflict. In this lesson, you will utilize effective communication techniques to manage conflict in a proactive manner. Conflict can escalate and cause miscommunication and an increase in stress. Knowing how to respond effectively to conflict prevents conflict escalation, minimizes stress, and promotes effective problem-solving to implement change. By using active listening skills, paying attention to the tone of your voice, and being aware of your nonverbal communication, you can better manage conflict.

In the previous lesson, you dealt with conflict. Unmanaged, conflict can quickly get out of hand. In this lesson, you will resolve conflict by evaluating approaches, and determining and implementing the best solution. Conflict can quickly spiral out of control. An effective conflict resolution process will help you address any issues effectively and efficiently. When you evaluate, determine, and implement the best solution, you'll move forward in a manner that will benefit all of the involved parties.

You'll wrap things up and then validate what you've learned in this course by taking an assessment.