Effective Conflict Resolution

Course Description:

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.

Research has consistently demonstrated that when clear goals are associated with learning, it occurs more easily and rapidly. At the end of this course, you should:

  • 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 conflicts
  • 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

An Introduction to Conflict Resolution

  • What is Conflict?
  • What is Conflict Resolution?
  • Understanding the Conflict Resolution Process
  • Case Study
  • Assessment

Conflict Resolution Styles with the Thomas-Kilmann

  • Collaborating
  • Competing
  • Compromising
  • Accommodating
  • Avoiding
  • Case Study
  • Assessment

Creating an Effective Atmosphere

  • Neutralizing Emotions
  • Setting Ground Rules
  • Choosing the Time and Place
  • Case Study
  • Assessment

Creating a Mutual Understanding

  • What Do I Want?
  • What Do They Want?
  • What Do We Want?
  • Case Study
  • Assessment

Focusing on Individual and Shared Needs

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

Getting to the Root Cause

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

Generating Options

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

Building a Solution

  • Creating Criteria
  • Creating a Shortlist
  • Choosing a Solution
  • Building a Plan
  • Case Study
  • Assessment

The Short Version of the Process

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