BUS 267

Dealing With Conflict in the Workplace

This course introduces the subject of conflict management and the importance of managing conflict in providing exceptional customer service. Topics include the meaning of conflict, the causes of conflict between individuals and groups within an organization, and strategies for resolving interpersonal conflict. Emphasis is placed on how to deal with difficult people in customer service situations and how to bring out the best in others. The goal is to provide practical, hands-on skills to non-management level personnel.

Units: 0.5

Hours: 9 hours LEC