Six Steps To Resolve Conflict
You will receive 2 unit(s) of continuing education credit upon successful completion of this course. The registration fee is only $82.00

Description:

This course describes the causes of conflict and the benefits of resolving conflict in a peaceful, constructive way. Using the Six Steps outlined in this course, communication skills can be enhanced, ideas can be generated, anger can be defused, and differences can be resolved to the satisfaction of all parties.


Author:
RenĂ© Johnson, CEC
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Learning Objectives:

Upon completion of this course, participants should be able to do the following:

  1. Define conflict resolution.
  2. Identify reasons for typical conflicts in the dental office.
  3. Describe ways to resolve conflict and problem-solve.
  4. Identify ways to defuse anger or handle hostile employees.
  5. Describe steps for generating solutions.
  6. Evaluate feedback and results.


Abstract:

In order to resolve conflict and improve problem-solving skills in the dental office, everyone involved must be motivated to solve problems. This course describes the causes of conflict and the benefits of resolving conflict in a peaceful, constructive way. Using the Six Steps outlined in this course, communication skills can be enhanced, ideas can be generated, anger can be defused, and differences can be resolved to the satisfaction of all parties.



Outline:

COURSE OUTLINE

  1. Introduction

  2. Understanding Conflict

  3. Shared Motivation

  4. The Six Steps to Resolve Conflicts

    1. Step One: ASK

    2. Step Two: LISTEN

    3. Step Three: ACKNOWLEDGE

    4. Step Four: SHARE

    5. Step Five: SOLUTION

    6. Step Six: FEEDBACK

    7. Other Tips to Consider

  5. Summary
References:
  1. Ohio State University Extension. Resolving conflict constructively and respectfully, HYG-5218-96 2005. Available at http://ohioonline.osu.edu/hyg-fact/5000/5218.html.
  2. Chris Roebuck. Effective Leadership. New York: American Management Association (Marshall Editions Development Ltd); 1999.






American Dental Association is an ADA CERP Recognized Provider.

ADA CERP is a service of the American Dental Association to assist dental professionals in identifying quality providers of continuing dental education. ADA CERP does not approve or endorse individual courses or instructors, nor does it imply acceptance of credit hours by boards of dentistry.