Conflict Resolution

1 Days

6 CPD hours

Everyone dealing with day to day work environment

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. Participants will also learn crucial conflict management skills, including dealing with anger and using the Agreement Frame.

Participants will learn crucial conflict management skills, including dealing with anger and using the Agreement Frame. If left unchecked or not resolved it can lead to lost production, absences, attrition, and even law suits.

Getting Started

• Icebreaker
• Housekeeping Items
• The Parking Lot
• Workshop Objectives

An Introduction to Conflict Resolution

• What is Conflict?
• What is Conflict Resolution?
• Understanding the Conflict Resolution Process

The Thomas-Kilmann Instrument

• Collaborating
• Competing
• Compromising
• Accommodating
• Avoiding

Creating an Effective Atmosphere

• Neutralizing Emotions
• Setting Ground Rules
• Choosing the Time and Place

Creating Mutual Understanding

• What do I Want?
• What Do They Want?
• What Do We Want?

Focusing on Individual 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

Generating Options

• 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
• Choosing Your Steps
• Creating an Action Plan
• Using Individual Process Steps

Additional Tools

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

Wrapping Up

• Words from the Wise
• Review of Parking Lot
• Lessons Learned
• Completion of Action Plans