Conflict  Resolution Skills Date: Location: Wed., Oct. 21, 2009  Parker Jewish Institute   Date: Location: Tuesday, Dec. 29, 2009   Dewitt Nursing Home Instructor:     Afo Kalu : Sign-in & Continental Breakfast   ProgramTime 8:30a.m. 9:00a.m. -  5:00p.m. OBJECTIVE: Learn how to identify and reduce conflict between staff members and how to avoid conflict with customers. KEY TOPICS: • Defining Conflict • How to Handle Conflict • Learning About Yourself • The Nature of Conflict • The Sources of Conflict • Tips for Coping With Conflict • Guiding Principles for Managing Disagreements • Resolving Interpersonal Conflicts • Resolving Conflicts with Patients, Families and Visitors • Providing Service to the Difficult and Demanding    Customer • The 4- Step Conflict Resolution Process • Relationship Repair Assessment • Managing Your Stress Reduces Conflict • Relax Your Stress Away