Conflict Resolution

Workplace Essentials


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 the Conflict Resolution workshop, 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.

Conflict Resolution Course Outline:

Module One: Getting Started
Workshop Objectives

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

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

  • Conflict Resolution
  • Conflict Resolution 1. Getting Started
  • Pre-Assignment
  • Conflict Resolution 2. An Introduction
  • Module 02 case study
  • Conflict Resolution 3. C R Styles with TKI
  • Module 03 case study
  • Conflict Resolution 4. Creating an Effective Atmosphere
  • Module 04 case study
  • Conflict Resolution 5. Creating a Mutual Understanding
  • Module 05 case study
  • Conflict Resolution 6. Focusing on Individual _ Shared Needs
  • Module 06 case study
  • Conflict Resolution 7. Getting to the Root Cause
  • Module 07 case study
  • Conflict Resolution 8. Generating Options
  • Module 08 case study
  • Conflict Resolution 9. Building a Solution
  • Module 09 case study
  • Conflict Resolution 10. The Short Version of the Process
  • Module 10 case study
  • Conflict Resolution 11. Additional Tools
  • Module 11 case study
  • Recommended Reading List
  • Closing
  • Assessment - Conflict Resolution Skills.
Completion rules
  • All units must be completed
  • Leads to a certification with a duration: Forever