Conflict Resolution Workshop

Course Duration 1 Day 

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 lawsuits.

Course Objectives

At the end of the course participants will be able to :

  • 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

Course Outline

An Introduction to Conflict Resolution

What is Conflict?

What is Conflict Resolution?

Understanding the Conflict Resolution Process

Conflict Resolution Styles with the Thomas-Kilmann Instrument






Creating an Effective Atmosphere

Neutralizing Emotions

Setting Ground Rules

Choosing the Time and Place

Creating a Mutual Understanding

What Do I Want?

What Do They Want?

What Do We Want?

Focusing on Individual and Shared Needs

Finding Common Ground

Building Positive Energy and Goodwill

Strengthening Your Partnership

Getting to the Root Cause

Examining Root Causes

Creating a Cause and Effect Diagram

The Importance of Forgiveness

Identifying the Benefits of Resolution

Generating Options

Generate, Don’t Evaluate

Creating Mutual Gain Options

and Multiple Option Solutions

Digging Deeper into Your Options

Building a Solution

Creating Criteria

Creating a Shortlist

Choosing a Solution

Building a Plan

The Short Version of the Process

Evaluating the Situation

Choosing Your Steps

Creating an Action Plan

Using Individual Process Steps

Additional Tools

Stress and Anger

Management Techniques

The Agreement Frame

Asking Open Questions

Download this outline as a PDF.

Conflict Resolution Outline – Full Day