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3.0 hours Managing Conflicts with Tenants, Clients and Employees Course Syllabus
Several skills and personal qualities are involved with resolving conflicts. Interpersonal and professional skills include analytical, communication, decision-making, leadership, listening, negotiation, and problem-solving. Personal qualities include the ability to empathize, read human behavior, manage aggressive people, and manage anger and stress; assertiveness; clear-mindedness; discretion; logical thinking; open-mindedness; patience; positive attitude; and self-awareness. This course will discuss the skills and personal qualities involved with effective conflict resolution.
Conflict resolution involves these key skills: collaboration, communication, listening, problem-solving, decision-making, and negotiation. Collaboration involves working with others to solve a problem or achieve a goal. Working with others isn't always easy because people have different personalities, interests, communication styles, and values. Strong collaboration skills can help the people involved overcome obstacles to successfully resolve conflicts. Successful collaboration involves the ability to listen to others, manage stress, and to have the ability to apologize.
When people are in a conflict, they may lash out at those who are perceived to be threatening their well-being. Depersonalizing provides a shield against their hurtful behavior. It involves making something like a person's insulting remark impersonal. It is akin to the phrase "don't take it personally."
Conflict will happen, this course will help prepare you for the inevitable with strategies to resolve conflict with win-win situations. It is a must have for the real estate professional.