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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.
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.
1 - GETTING STARTED
The Parking Lot
2 - AN INTRODUCTION TO CONFLICT RESOLUTION
What is Conflict?
What is Conflict Resolution?
Understanding the Conflict Resolution Process
3 - THE THOMAS-KILMANN INSTRUMENT
4 - CREATING AN EFFECTIVE ATMOSPHERE
Setting Ground Rules
Choosing the Time and Place
5 - CREATING MUTUAL UNDERSTANDING
What do I Want?
What Do They Want?
What Do We Want?
6 - FOCUSING ON INDIVIDUAL NEEDS
Finding Common Ground
Building Positive Energy and Goodwill
Strengthening Your Partnership
7 - GETTING TO THE ROOT CAUSE
Examining Root Causes
Creating a Cause and Effect Diagram
The Importance of Forgiveness
Identifying the Benefits of Resolution
8 - GENERATING OPTIONS
Generate, Don't Evaluate
Creating Mutual Gain Options and Multiple Option Solutions