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. Participants will also learn crucial conflict management skills, including dealing with anger and using the Agreement Frame.

 

Conflict Resolution Course Outline:
 
Module One: Getting Started
    Icebreaker
    Ground rules
    The parking lot
    Workshop objectives
    Action plans and evaluation forms
       
Module Two: An Introduction to Conflict Resolution
    What is Conflict?
    What is Conflict Resolution?
    Understanding the Conflict Resolution Process
       
Module Three: Conflict Resolution 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 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
       
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 Solutions
    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
    Review of Parking Lot
    Lessons Learned
    Completion of Action Plans and Evaluations