Conflict Resolution

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Course Description

Conflict is an inevitable part of human interaction, especially in dynamic environments where collaboration is key. The ability to navigate and resolve conflicts effectively is a critical skill for any organization, regardless of size. Left unaddressed, conflict can escalate, leading to decreased productivity, absenteeism, turnover, and even costly legal disputes.


Our Conflict Resolution Workshop equips participants with a comprehensive, adaptable seven-step process to resolve disputes of any scale. You will also gain invaluable skills in solution-focused thinking, finding common ground, and managing emotions such as anger. Through mastering techniques like the Agreement Frame, this workshop provides the tools needed to transform conflict into an opportunity for growth and stronger relationships, ensuring a more harmonious and productive workplace.

9+

Hours

57

Lectures

$40

Price

WHAT TO EXPECT

Learning Objectives

  • Understand what conflict and conflict resolution mean
  • Understand all six phases of the conflict resolution process
  • Understand the five main styles of conflict resolution
  • Be able to adapt the process for all types of conflict
  • Be able to break out parts of the process and use those tools to prevent conflict
  • Be able to use basic communication tools, such as the agreement frame and open questions
  • Be able to use basic anger and stress management techniques

Course Outline

Module One: An Introduction to Conflict Resolution

  • What is Conflict?
  • What is Conflict Resolution?
  • Understanding the Conflict Resolution Process

Module Two: The Thomas-Kilmann Instrument

  • Collaborating
  • Competing
  • Compromising
  • Accommodating
  • Avoiding

Module Three: Creating an Effective Atmosphere

  • Neutralizing Emotions
  • Setting Ground Rules
  • Choosing the Time and Place

Module Four: Creating Mutual Understanding

  • What Do I Want?
  • What Do They Want?
  • What Do We Want?

Module Five: Focusing on Individual Needs

  • Finding Common Ground
  • Building Positive Energy and Goodwill
  • Strengthening Your Partnership

Module Six: Getting to the Root Cause

  • Examining Root Causes
  • Creating a Cause-and-Effect Diagram
  • The Importance of Forgiveness
  • Identifying the Benefits of Resolution

Module Seven: Generating Options

  • Generate, Don’t Evaluate
  • Creating Mutual Gain Options and Multiple Option Solutions
  • Digging Deeper into Your Options

Module Eight: Building a Solution

  • Creating Criteria
  • Creating a Shortlist
  • Choosing a Solution
  • Building a Plan

Module Nine: The Short Version of the Process

  • Evaluating the Situation
  • Choosing Your Steps
  • Creating an Action Plan
  • Using Individual Process Steps

Module Ten: Additional Tools

  • Stress and Anger Management Techniques
  • The Agreement Frame
  • Asking Open Questions

Assessment