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1. Title Page
2. Introduction
3. Course Description
4. Objectives
5. Topic 1: When Does Conflict Occur?
   • Good news about conflict
   • Benefits of Managing Conflict
   • Negative Conflict
   • Avoiding Conflict
   • Positive Conflict
   • Your Perceptions
   • Review
6. Topic 2: Conflict in the Workplace -- Functional vs. Dysfunctional
   • Functional vs. Dysfunctional Conflicts
   • Functional Conflict
   • Example of Functional Conflict
   • Dysfunctional Conflict
   • Example of Dysfunctional Conflict
   • Review
7. Topic 3: Where Do Conflicts Come From?
   • Common Sources of Conflict
   • Types of Situations
   • Disagreement Between Co-workers
   • Unwillingness to Change
   • Disputes Over Working Conditions
   • Personality Differences
   • "It's Not My Job" Conflicts
   • Review
8. Topic 4: How Can I Respond to Conflict?
   • You Can Choose How to Respond
   • Avoidance
   • Defusion
   • Confrontation
   • Review
9. Topic 5: What is the First Step of Resolving Conflicts?
   • Diagnosing Conflicts
   • Remain Impartial
   • Actively Listen
   • Stakeholders
   • The BBQ Brisket: A case study
   • The BBQ Brisket 2
   • The BBQ Brisket 3
   • Stakeholders Need Information
   • Stakeholder Information example
   • Stakeholder Goals
   • Stakeholder Goals example
   • Stakeholder Methods
   • Stakeholder methods example
   • Stakeholder Feelings
   • Stakeholder feelings example
   • Review
10. Topic 6: How Do I Solve Conflict?
    • Conflict Resolution Step 1
    • Conflict Resolution Guidelines
    • Conflict Resolution Step 2
    • Successful Conflict Resolution
    • Beware of First Impressions
    • Are you Ready to Solve the Conflict?
    • Be Sensitive
    • Sensitivity Guidelines
    • Review
11. Topic 7: Guiding Principles
    • Four Guiding Principles
    • Keep Your Dignity
    • Actively Listen
    • Don't Expect to Change Others
    • Express Your Perspective
    • Review
12. Topic 8: Course Review
    • Review 1
    • Review 2
    • Review 3
13. Exam
    • Exam Instructions
14. Conclusion