3.0 hours Managing Conflicts with Tenants, Clients and Employees – Course Syllabus

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Course Syllabus:

3.0 Elective Hours

This course discusses methods for resolving conflicts with employees. It explains the two types of conflict. Substantive conflict involves problems related to performing job duties. Personality-based conflicts concern incompatibilities among stakeholders with different personalities/characters. It also discussed seven sources of conflict: interpersonal, organizational structure, economic, organizational change, incompatible values, external dynamics, and power dynamics.

In addition, this course explains how to use the five conflict resolution styles strategically. The competing style is most appropriate when a goal has higher priority than a relationship. In contrast, the accommodating style is more important when a relationship has higher priority than a goal. The collaborating style is most important when both a goal and a relationship are a high priority. However, the avoiding style is more appropriate when both a goal and a relationship are a low priority. The compromising style tends to work best when a goal and a relationship have equal importance.

Upon completion of this course, the real estate professional will be able to recognize the common types of employee conflicts and the ways to resolve them. Conflict resolution actions include showing employees empathy, giving them the opportunity to explain their behavior, providing specific examples of their behavior, making it clear that the behavior must improve in a particular timeframe, stating the consequences of failing to improve the behavior, and instituting specific policies to curtail the behavior.

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