Conflict Resolution

Course Objectives

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.


There are no prerequisites for this course.

Course Duration

1 day

Course Content

  • Getting Started
    • Icebreaker
    • Ground rules
    • The car park
    • Workshop objectives
    • Action plans and evaluation forms
  • An Introduction to Conflict Resolution
    • What is conflict?
    • What is conflict resolution?
    • Understanding the conflict resolution process
  • Conflict Resolution with 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 Using
    • 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 solutions
    • 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 car park
    • Lessons learned
    • Completion of action plans and evaluations

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