Conflict Resolution Course Outline

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
• Digging Deeper into Your Options

Module 9: Building a Solution

• Creating Criteria
• Creating a Shortlist
• Choosing a Solutions
• Building a Plan

Module 10: the Short Version of the Process

• Evaluating the Situation
• Choosing Your Steps
• Creating an Action Plan
• Using Individual Process Steps

Module 11: Additional Tools

• Stress and Anger Management Techniques
• The Agreement Frame
• Asking Open Questions

Module 12: Wrapping Up

• Words from the Wise
• Lessons Learned
• Completion of Action Plans and Evaluations