As discussed in the unit lesson, resolving conflict in the workplace requires using interpersonal skills, management skills, and techniques. Interpersonal skills can consist of understanding individual differences, self-esteem, self-confidence, communication, teamwork skills, problem-solving skills, cultural relations skills, motivation skills, customer service skills, ethical behavior skills, and stress management skills. Management skills focus on the type of management skill applied such as collaborating, accommodating, forcing, avoiding, and compromising. As a member of the workforce, you must be able to effectively resolve conflict, either with the use of interpersonal skills, management skills, or by applying the recommended ways of responding to tension in the workplace (e.g., overcoming defensiveness, accepting of the tension, and resolving the tension).
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