Page 22 - 2019 Online Course Catalog

Standard e-Learning Courses by Topic F11 - Full Screen
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 Using Active Listening in Workplace Situations
Active listening skills are used by professionals in a wide range of occupations to enhance their work. In this
course, you'll learn listening skills that can help in the workplace, and techniques for becoming an effective
active listener.
Objectives:
 recognize skills that demonstrate attentive listening
 identify skills that draw out thoughts and emotions
 determine if the skills for ensuring accuracy in listening were appropriately applied in a scenario
 use methods for engaging evasive speakers
 identify best practices for handling emotion
 use techniques to actively listen in any situation, even challenging ones
AUDIENCE: All Employees

Conflict

 Resolving Workplace Conflict Today’s business environment presents new and growing challenges
forcing organizations to continually increase productivity, improve quality, shorten cycle time, and
reduce costs. An unfortunate but natural by-product of these challenges is conflict. While conflict can
lead to discoveries such as new ideas and innovative breakthroughs, it can, if allowed to escalate, result
in damage to critical working relationships. This course teaches leaders how to recognize the signs of
escalating conflict and take appropriate action to minimize damage.
Helps leaders:
 Reduce the damaging effects of workplace conflict on individuals, groups, and the organization.
 Effectively address workplace conflict and enhance productivity, efficiency, and morale.
 Help others take responsibility for resolving their own conflicts.
 Promote a culture of trust and mutual respect within their work group.
AUDIENCE: Supervisors, Team Leaders, Managers

 Workplace Conflict: Recognizing and Responding to Conflict
Conflict can have many causes – disagreements about who does what, or about how things are done, as well
as disagreements related to personality and style. And inevitably, conflicts will arise in the workplace, so it's
critical to be able to deal with them successfully.

This course explains the types of conflict situations you're likely to face in the workplace and describes
appropriate responses depending on the outcome you want. Materials designed to support blended learning
activities aligned with this course are available from the Resources Page.

Objectives:
 classify a given conflict situation based on its type and severity
 respond appropriately to a given conflict situation
 recognize positive effects of conflict in the workplace
AUDIENCE: ALL EMPLOYEES

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