Conflict Resolution

Why This Course?

This course is designed to transform workplace tension from a destructive force into an opportunity for constructive dialogue and growth.

Conflict is an inevitable part of any human interaction, but “left unchecked,” it becomes a significant liability. In this course, participants will learn that unresolved conflict is a direct threat to the bottom line—leading to “lost production, absences, attrition, and even lawsuits.” By mastering crucial conflict management skills, such as de-escalating anger and utilizing the Agreement Frame, participants will learn how to resolve disputes before they escalate.

Introduction:

• Course Objectives

Module One:

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

Module Two:

• Conflict Resolutions Styles with The Thomas-Kilmann Instrument
• Collaborating
• Competing
• Compromising
• Accommodating
• Avoiding
• Knowledge Check

Module Three:

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

Module Four:

• Creating Mutual Understanding
• What Do I Want?
• What Do They Want?
• What Do We Want?
• Knowledge Check

Module Five:

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

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
• Knowledge Check

Module Seven:

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

Module Eight:

• Building a Solution
• Creating Criteria
• Creating a Shortlist
• Choosing a Solutions
• Building a Plan
• Knowledge Check

Module Nine:

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

Module Ten:

• Additional Tools
• Stress and Anger Management Techniques
• The Agreement Frame
• Asking Open Questions
• Knowledge Check

Assessment:

• Post-Test