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Working together today is far more complicated than it had been years ago. Not only are we working with our classmates and neighbors, but we are also working with people of different ages, genders and cultures who come to us from all over the world.

In addition to these differences, we have personality and character differences – some of which can be quite toxic.

This course is designed to help you recognize and deal with many different types of people. From mild misunderstandings to serious conflict, you will acquire strategies for finding workable solutions.

In addition, the course introduces you to more formal dispute resolution. This is called ADR (Alternative Dispute Resolution) and consists of three forms: Arbitration, Mediation and Conciliation.

You will explore different types of personalities, styles of thinking, and forms of interaction.

You will discover that a few simple strategies on your part make it easier to deal with the more difficult types of people you encounter.

You will learn to identify types of conflict resolution and when it is best to use each type.

You will recognize when it is necessary to refer the dispute to professionals.

Learning Objectives

  • Explore different types of personalities, styles of thinking, and forms of interaction.
  • Discover that a few simple strategies on your part make it easier to deal with the more difficult types of people you encounter.
  • Learn to identify types of conflict resolution and when it is best to use each type.
  • Recognize when it is necessary to refer the dispute to professionals.
Last updated/reviewed: November 28, 2019

Included In Certifications

This course is included in the following Certification Programs:

28 CoursesMastering Management Certification

  1. Preventing Harassment, Abusive Behavior, Bullying, And Discrimination In The Workplace 2020 Update – 2 hour training
  2. The Art and Science of Interviewing
  3. Investigating a Complaint of Inappropriate Behavior in The Workplace
  4. Understanding Our Unconscious Biases
  5. Americans With Disabilities Act (ADA) Management’s Role
  6. Management Providing Safety and Better Ergonomics
  7. Maintaining a Culture of Innovation and Creativity
  8. Managing Passive People
  9. Resolving Workplace Conflict and Dealing with Different/Difficult People in 2020 and Beyond
  10. Group Decision Making and Problem Solving
  11. Company Culture: Creating and Maintaining the Best
  12. Part I: Cultural and Behavioral Information for Business in an International – Global Environment
  13. Part II: Country Specific, Cultural, and Behavioral Information - Doing Business in a Global Environment
  14. Effective Time Management and Goal Setting/Delegation
  15. Culture: Inside the Company and Outside the Country
  16. Cognitive Styles (Styles of Thinking, Talking, Giving and Receiving Information)
  17. Finding Success with Teams Working Far Apart
  18. Change Management: The People Side
  19. Effective Workplace Negotiation and Persuasion
  20. Creating Rewards and Recognitions that Get You What You Want to Achieve
  21. Onboarding: From Entry-Level to Senior Executive
  22. Marrying Career Development with Succession Planning
  23. Visibility Enhances Promotability
  24. Delegating Skills for Managers
  25. Assertiveness Skills for Executives, Managers and HR Professionals
  26. How EQ Helps Motivate Your Staff
  27. Effective Meeting Management for Leaders, Managers, and Facilitators
  28. Communication: A Two-Way Process

11 Reviews (31 ratings)Reviews

3
Anonymous Author
The section where someone was discussed as not being taken seriously because of the way they dressed is outdated. Perhaps we should be educating people on how to judge someone by the content of their work product vs how they look.
4
Member's Profile
I have taken a few of Dr. Diamond's courses, and this is a good refresher on conflict management. She uses real-world examples based on her personal experiences as a therapist and a consultant. One observation: some of the practice/quiz questions were misleading and seemed to conflict with the material in the lectures.
5
Anonymous Author
This was a very informative and engaging course. The instructor brought up several key elements that made me really think about how I personally handle conflict. This course would be valuable to many levels of HR and leadership.
5
Member's Profile
I really enjoyed this course; it was a great refresher on personalities, thinking styles, and conflict resolution. It also provided strategies for solutions to less serious conflicts.
5
Member's Profile
Dr. Diamond was profound and insightful. I found her theories and concepts to be leading edge. A must have for any organization
3
Member's Profile
This course helped dealing with conflict in the workplace and as a manager, conflict can be common amongst staff members.
4
Member's Profile
learned a lot in the course. I think I will find it very helpful when dealing with stuff in the work place
5
Anonymous Author
This course definitely had some good skills for people who are not knowledgeable about conflict resolution.
5
Member's Profile
I really appreciated the lessons this course offered. I learned a lot about how to act in the workplace.
4
Anonymous Author
This is a great course with many practical aspects that can be applied to everyday life.
3
Member's Profile
Awful sound quality but great content Needs to be re recorded
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Prerequisites

Course Complexity: Intermediate

No advanced preparation or prerequisites are required for this course.

Education Provider Information

Company:
Illumeo, Inc., 75 East Santa Clara St., Suite 1215, San Jose, CA 95113
Contact:
For more information regarding this course, including complaint and cancellation policies, please contact our offices at (408) 400- 3993 or send an e-mail to .
  Course Overview CPE
Course Syllabus
INTRODUCTION AND OVERVIEW
  5:34Introduction to Resolving Workplace Conflict and Dealing with Different/Difficult People in 2020 and Beyond
  10:37Alternative Dispute Resolution (ADR)
  10:24Some Reasons Why Conflict Occurs
  10:56Some Reasons Why Conflict Occurs Continued..
  6:25Dealing with Different Difficult People
  4:25Reducing Conflict Caused by Misunderstanding Not Malice
  4:17When Cultures Clash
  5:33Some Workplace Examples
  1:28Investigating a Complaint
  1:11Summary and Conclusions
CONTINUOUS PLAY
  1:00:46Resolving Workplace Conflict and Dealing with Different/Difficult People in 2020 and Beyond
Supporting Materials
  PDFSlides: Resolving Workplace Conflict and Dealing with Different/Difficult People in 2020 and Beyond
  PDFResolving Workplace Conflict and Dealing with Different/Difficult People in 2020 and Beyond Glossary/Index
REVIEW AND TEST
  quizREVIEW QUESTIONS
 examFINAL EXAM
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