BUY COURSE NOW - online self directed

In the Conflict Resolution workshop, participants will learn crucial conflict management skills, including dealing with anger and using the Agreement Frame. Dealing with conflict is important for every organization no matter what the size. If it is left unchecked or not resolved it can lead to lost production, absences, attrition, and even law suits. This course will give participants a seven-step conflict resolution process that they can use and modify to resolve conflict disputes of any size. Your participants will also be provided a set of skills in solution building and finding common ground.

*This course pairs well with Civility in the Workplace and/or Communication Strategies, to enhance communication and networking soft skills

Course 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
• Learn to adapt the conflict resolution process for all types of conflicts
• Learn to select parts of the conflict resolution process and use those tools to prevent conflict
• Learn to use basic communication tools, such as the agreement frame and open questions
• Learn to use basic anger and stress management techniques

Course Outline:


Conflict Resolution

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

Module Eleven: Assignment Review / Wrap Up

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