COURSE OVERVIEW
This course manual will equip readers with a comprehensive seven-step process for resolving conflicts, regardless of their scale. Participants will learn valuable skills for creating solutions and identifying common ground to reach mutual agreements. Conflict Resolution is a vital workshop for individuals seeking to develop their conflict management skills, including managing anger and utilizing the Agreement Frame. Failure to effectively manage conflicts can lead to negative consequences for organizations of all sizes, including reduced productivity, employee absences, turnover, and legal disputes.
COURSE OUTLINE
Module One: Getting Started
- Icebreaker
- Housekeeping Items
- The Parking Lot
- Workshop Objectives
Module Two: An Introduction to Conflict Resolution
- What is Conflict?
- What is Conflict Resolution?
- Understanding the Conflict Resolution Process
Module Three: The Thomas-Kilmann Instrument
- Collaborating
- Competing
- Compromising
- Accommodating
- Avoiding
Module Four: Creating an Effective Atmosphere
- Neutralizing Emotions
- Setting Ground Rules
- Choosing the Time and Place
Module Five: Creating Mutual Understanding
- What Do I Want?
- What Do They Want?
- What Do We Want?
Module Six: Focusing on Individual Needs
- Finding Common Ground
- Building Positive Energy and Goodwill
- Strengthening Your Partnership
Module Seven: Getting to the Root Cause
- Examining Root Causes
- Creating a Cause and Effect Diagram
- The Importance of Forgiveness
- Identifying the Benefits of Resolution
Module Eight: Generating Options
- Generate, Don”t Evaluate
- Creating Mutual Gain Options and Multiple Option Solutions
- Digging Deeper into Your Options
Module Nine: Building a Solution
- Creating Criteria
- Creating a Shortlist
- Choosing a Solutions
- Building a Plan
Module Ten: the Short Version of the Process
- Evaluating the Situation
- Choosing Your Steps
- Creating an Action Plan
- Using Individual Process Steps
Module Eleven: Additional Tools
- Stress and Anger Management Techniques
- The Agreement Frame
- Asking Open Questions
Module Twelve: Wrapping Up
- Words from the Wise
- Review of Parking Lot
- Lessons Learned
- Completion of Action Plans and Evaluations
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