Conflict Resolution

Course Description

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. Objectives • 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 communication tools, such as the agreement frame and open questions • Be able to use anger and stress management techniques Course Contents: • 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 • 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 • Creating an Action Plan • Stress and Anger Management Techniques • The Agreement Frame • Words from the Wise What You Will Get When Enrolling? 1. Course PowerPoint Presentation 2. Training Manual 3. Training Audios 4. Training Videos 5. Course Activities 6. Case Studies On Completion Book for a Free Course Assessment Session and receive Your Course Certificate