Conflict Resolution

Wherever two or more people come together, there is the possibility of conflict. This course will give participants a six-step process that they can use to modify and resolve conflicts of any size. Participants will also learn crucial conflict resolution skills, including dealing with anger and using the Agreement Frame.

Course Objectives

MODULE 1
An Introduction to Conflict Resolution
What is Conflict?
What is Conflict Resolution?
Understanding the Conflict Resolution Process
Knowledge Check

MODULE 2
Conflict Resolution Styles with the Thomas-Kilmann Instrument
Collaborating
Competing
Compromising
Accommodating
Avoiding
Knowledge Check

MODULE 3
Creating an Effective Atmosphere
Neutralizing Emotions
Setting Ground Rules
Choosing the Time and Place
Knowledge Check

MODULE 4
Creating a Mutual Understanding
What Do I Want?
What Do They Want?
What Do We Want?
Knowledge Check

MODULE 5
Focusing on Individual and Shared Needs
Finding Common Ground
Building Positive Energy and Goodwill
Strengthening Your Partnership
Knowledge Check

MODULE 6
Getting to the Root Cause
Examining Root Causes
Creating a Cause and Effect Diagram
The Importance of Forgiveness
Identifying the Benefits of Resolution
Knowledge Check

MODULE 7
Generating Options
Generate, Don’t Evaluate
Creating Mutual Gain Options and Multiple Option Solutions
Digging Deeper into Your Options
Knowledge Check

MODULE 8
Building a Solution
Creating Criteria
Creating a Shortlist
Choosing a Solution
Building a Plan
Knowledge Check

MODULE 9
The Short Version of the Process
Evaluating the Situation
Choosing Your Steps
Creating an Action Plan
Using Individual Process Steps
Knowledge Check

MODULE 10
Additional Tools
Stress and Anger Management Techniques
The Agreement Frame
Asking Open Questions
Knowledge Check
ASSESSMENT
Post-Test