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How to Manage Conflict and Disagreements
Preparing for the course
Study guides – Getting the most from the course
Section 1 – Introduction to Conflict
Lecture 1 - Introduction to conflict (4:32)
Lecture 2 - We are all natural conflict resolvers (1:49)
Lecture 3 - The dynamics of conflict and dispute (3:13)
Quiz 1: Check your understanding of the first section.
Section 2 – Models and Stages of Conflict and Disputes
Lecture 4 - The conflict spiral (1:35)
Lecture 5 - The Betari Box (3:44)
Lecture 6 – The Four Horsemen (6:54)
Lecture 7 - Stages on the route to conflict (2:14)
Quiz 2: Check your understanding of Section 2
Section 3 – Stepping In
Lecture 8 - How can you calm things down? (1:15)
Lecture 9 - The Conflict Triangle (3:14)
Lecture 10 - Judgement or curiosity? (1:39)
Lecture 11 - Focus on interests not positions (4:26)
Lecture 12 - Building rapport (4:25)
Lecture 13 - Cooling a dispute (5:14)
Quiz 3: Check your understanding of Section 3.
Section 4 – How to Calm Things Down
Lecture 14 - The 'X-Y-Z' Formula (3:01)
Lecture 15 - Focus on the relationship (2:03)
Lecture 16 - Core components of understanding (1:24)
Lecture 17 – Equality of Voice (1:13)
Lecture 18 - Section summary (1:39)
Quiz 4 – Check your understanding of Section 4
Section 5 – Handling Yourself Around Conflict
(Lecture 19 – Three Things to Remember about Conflict) (2:29)
Lecture 20 - Steps to managing emotions (7:41)
Lecture 21 - The RISK reminder (2:34)
Lecture 22 - Course summary (4:07)
Quiz 5 – Check your understanding of Section 5
Extra Resources, Reading List and Blog Posts
Resources – Conflict Reading List and Other Resources
Request Your Course Completion Certificate
Lecture 12 - Building rapport
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