Module 3 - Managing Conflict

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.