Conflict Resolution

Wherever two or more people come together, there is bound to be conflict. 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.

In this two hour Conflict Resolution course, 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.

Completing this course will confer 2 CPD Credits towards internationally recognised Continuous Professional Development Requirements within organisations operating this kind of staff development methodology.

Course Outline

Module One: Getting Started

Module Two: An Introduction to Conflict Resolution

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

Module Three: 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 Mutual Understanding

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

Module Six: Focusing on Individual 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
• Case Study
• Review Questions

Module Eight: Generating Options

• Generate, Don"t Evaluate
• Creating Mutual Gain Options and Multiple Option Solutions
• Digging Deeper into Your Options
• Case Study
• Review Questions

Module Nine: Building a Solution

• Creating Criteria
• Creating a Shortlist
• Choosing a Solutions
• Building a Plan
• Case Study
• Review Questions

Module Ten: the Short Version of the Process

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

Module Eleven: Additional Tools

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