Conflict situations are common in the work situation. It is thus important for managers to become familiar with the principles, processes, and techniques of conflict management and negotiations.

• Recognize how our own attitudes and actions impact on others
• Find new and effective techniques for managing negative emotions in others and self
• Describe the main sources of conflict
• Describe appropriate techniques to manage conflict
• Explain the appropriate techniques in inter-personal conflict management
• Describe the appropriate action plan and strategies to manage inter-group conflict
• Explain the attributes of an effective conflict manager
• The steps needed to resolve conflict