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.
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
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
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
Generate, Don’t Evaluate
Creating Mutual Gain Options
and Multiple Option Solutions
Digging Deeper into Your Options
Building a Solution
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
Stress and Anger
The Agreement Frame
Asking Open Questions
Download this outline as a PDF.