College of DuPage Press: Contents

Conflict Resolution

Unit 1: Overview of Conflict

This unit discusses general aspects of conflict. The first section discusses the various views people hold about conflict. The second section contrasts the positive and negative aspects of conflict. The final section looks at four levels of conflict: intrapersonal, interpersonal, intragroup and intergroup conflict.

Unit 2: Sources of Conflict

Healthcare professionals are faced with conflict generally present in a work environment as well as conflict specifically related to healthcare. This unit discusses both types.

Unit 3: Stages of Conflict

This unit explains the five stages of conflict. As the student studies these stages, a video example is used to demonstrate each stage.

Unit 4: Strategies for Conflict Resolution

The five strategies used to resolve conflict are covered in this unit. The five stages are accommodation, avoidance, collaboration, competition, and compromise. Students learn when and when not to use each of these strategies.

Unit 5: Using a Problem-Solving Approach

This unit demonstrates how to apply a problem solving process to resolve a conflict. Five steps are presented: conduct a thorough assessment; identify the problem; set goals and outcome criteria; plan strategies and interventions/implement the plan; and evaluate the resolution process. Video clips of healthcare professionals engaged in conflict resolution are used to demonstrate the process.

Unit 6: Test Bank

The test bank is divided into four sections, one for each of the first four units of the program. Learners may print out a copy of their test results to use for self or instructor evaluation. The test items with answers are included in the Instructor's Manual which accompanies the program.