C028 — Conflict Resolution

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

A quality conflict resolution course helps people get above surface-level arguments and comprehend workplace stress.  After learning to listen without reacting, ask important questions, and separate facts from assumptions, participants approach issues with tolerance rather than pressure.

 Connecting this curriculum to a creative problem solving course helps teams to explore new ideas and produce stronger solutions for continued development.