Wherever two or more people come together, there is the possibility of conflict. This course will give participants a six-step process that they can use to modify and resolve conflicts of any size. Participants will also learn crucial conflict resolution skills, including dealing with anger and using the Agreement Frame.

 

INTRODUCTION
Course Objectives


MODULE 1
An Introduction to Conflict Resolution
What is Conflict?
What is Conflict Resolution?
Understanding the Conflict Resolution Process
Knowledge Check


MODULE 2
Conflict Resolution Styles with the Thomas-Kilmann Instrument
Collaborating
Competing
Compromising
Accommodating
Avoiding
Knowledge Check


MODULE 3
Creating an Effective Atmosphere
Neutralizing Emotions
Setting Ground Rules
Choosing the Time and Place
Knowledge Check


MODULE 4
Creating a Mutual Understanding
What Do I Want?
What Do They Want?
What Do We Want?
Knowledge Check


MODULE 5
Focusing on Individual and Shared Needs
Finding Common Ground
Building Positive Energy and Goodwill
Strengthening Your Partnership
Knowledge Check


MODULE 6
Getting to the Root Cause
Examining Root Causes
Creating a Cause and Effect Diagram
The Importance of Forgiveness
Identifying the Benefits of Resolution
Knowledge Check


MODULE 7
Generating Options
Generate, Don’t Evaluate
Creating Mutual Gain Options and Multiple Option Solutions
Digging Deeper into Your Options
Knowledge Check


MODULE 8
Building a Solution
Creating Criteria
Creating a Shortlist
Choosing a Solution
Building a Plan
Knowledge Check


MODULE 9
The Short Version of the Process
Evaluating the Situation
Choosing Your Steps
Creating an Action Plan
Using Individual Process Steps
Knowledge Check


MODULE 10
Additional Tools
Stress and Anger Management Techniques
The Agreement Frame
Asking Open Questions
Knowledge Check


ASSESSMENT
Post-Test

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