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.
Module 1: Getting Started
Icebreaker
Housekeeping Items
Workshop Objectives
Module 2: An Introduction to Conflict Resolution
What is Conflict?
What is Conflict Resolution?
Understanding the Conflict Resolution Process
Module 3: The Thomas-Kilmann Instrument
Collaborating
Competing
Compromising
Accommodating
Avoiding
Module 4: Creating an Effective Atmosphere
Neutralizing Emotions
Setting Ground Rules
Choosing the Time and Place
Module 5: Creating Mutual Understanding
What Do I Want?
What Do They Want?
What Do We Want?
Module 6: Focusing on Individual Needs
Finding Common Ground
Building Positive Energyand Goodwill
Strengthening Your Partnership
Module 7: Getting to the Root Cause
Examining Root Causes
Creating a Cause and Effect Diagram
The Importance of Forgiveness
Identifying the Benefits of Resolution
Module 8: Generating Options
Generate, Don't Evaluate
Creating Mutual Gain Options and Multiple Option Solutions