Conflict Resolution Techniques

Beginner
7m 38s
943
4.8/5

Lesson Description 

This module is about managing conflict. It outlines a management strategy for dealing with constructive and destructive conflict and introduces a range of troubleshooting methods to identify the cause of conflict, including the ‘5 Whys’ technique. After that, it provides guidance on the techniques that you can use to resolve conflict situations.   

Learning Objectives 

The objectives of this lesson are to provide you with and understanding of: 

  • The different strategies for managing conflict. 
  • The management behaviors which support effect conflict resolution. 
  • The different methods which can be used to deal with conflict. 
  • The analysis techniques which can be used to troubleshoot and solve non-complex problems.  
  • The Scrum Master’s role in managing conflict. 
  • The techniques a Scrum Master can use to manage conflict within Agile teams. 
  • The importance of emotional intelligence in effectively addressing conflict situations. 

Intended Audience 

The lesson is aimed at the Agile Scrum Master. However, it’s equally relevant to the Product Owner’s role in the team. 

Prerequisites of the Certifications 

There are no specific pre-requisites to study this lesson 

Feedback 

We welcome all feedback and suggestions - please contact us at qa.elearningadmin@qa.com to let us know what you think. 

About the Author
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Tony Cotgrave, opens in a new tab
Agile and Scrum trainer
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Tony has over 20 years’ experience in Business Development, Business Change, Consulting, and Project/Program Management working with public, private, and third sector organizations.

He has helped organizations to design and create processes and procedures to align ways of working with corporate strategy. A highly motivated and detailed solution provider, utilizing a wide range of methods and frameworks to provide structure whilst promoting creativity and innovation.

As a confident and self-motivated professional with excellent communication skills, Tony is able to bring people together and get them working as a team quickly.

Tony is an Agile and Scrum trainer with a vast knowledge spanning IT Systems, Business Change, Program and Project Management. With excellent presentation skills and a solid background, he ensures that all clients gain maximum benefit from his training. He has successfully guided those new to the industry through their initial training, helped experienced staff as they progress in their careers, and worked at the director level advising on best use and practice, as well as tailoring courses to fulfil the exact needs of clients.