Conflict Resolution

Course Objectives

Research has consistently demonstrated that when clear goals are associated with learning, it occurs more easily and rapidly. With that in mind, let’s review our goals for today. At the end of this workshop, participants 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

Who Should Attend

Welcome to the Conflict Resolution workshop. 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 Syllabus

Module One: Getting Started

Workshop Objectives

Pre-Assignment Review

Module Two: An Introduction to Conflict Resolution

What is Conflict?

What is Conflict Resolution?

Understanding the Conflict Resolution Process

Module Three: Conflict Resolution Styles with the Thomas-Kilmann Instrument

Collaborating

Competing

Compromising

Accommodating

Avoiding

Module Four: Creating an Effective Atmosphere

Neutralizing Emotions

Setting Ground Rules

Choosing the Time and Place

Module Five: Creating a Mutual Understanding

What Do I Want?

What Do They Want?

What Do We Want?

Module Six: Focusing on Individual and Shared Needs

Finding Common Ground

Building Positive Energy and Goodwill

Strengthening Your Partnership

Module Seven: Getting to the Root Cause

Examining Root Causes

Creating a Cause and Effect Diagram

The Importance of Forgiveness

Identifying the Benefits of Resolution

Module Eight: Generating Options

Generate, Don’t Evaluate

Creating Mutual Gain Options and Multiple Option Solutions

Digging Deeper into Your Options

Module Nine: Building a Solution

Creating Criteria

Creating a Shortlist

Choosing a Solution

Building a Plan

Module Ten: The Short Version of the Process

Evaluating the Situation

Choosing Your Steps

Creating an Action Plan

Using Individual Process Steps

Module Eleven: Additional Tools

Stress and Anger Management Techniques

The Agreement Frame

Asking Open Questions

Module Twelve: Wrapping Up

Words from the Wise

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