Course Description
Welcome to the Conflict Resolution workshop. Wherever two or more people come together, there is the possibility of conflict. This course will give participants a six-step process that they can use to modify and resolve conflicts of any size. Participants will also learn crucial conflict resolution skills, including dealing with anger and using the Agreement Frame.
At the end of this workshop, participants should:
Understand what conflict and conflict resolution mean
Understand all six phases of the conflict resolution process
Understand the five main styles of conflict resolution
Be able to adapt the process for all types of conflicts
Be able to break out parts of the process and use those tools to prevent conflict
Be able to use basic communication tools, such as the agreement frame and open questions
Be able to use basic anger and stress management techniques
Agenda
Course Core Competencies:
Module 1: An Introduction to Conflict Resolution
Topic A: What is Conflict?
Topic B: What is Conflict Resolution?
Topic C: Understanding the Conflict Resolution Process
Module 2: Conflict Resolution Styles with the Thomas-Kilmann Instrument
Topic A: Collaborating
Topic B: Competing
Topic C: Compromising
Topic D: Accommodating
Topic E: Avoiding
Module 3: Creating an Effective Atmosphere
Topic A: Neutralizing Emotions
Topic B: Setting Ground Rules
Topic C: Choosing the Time and Place
Module 4: Creating a Mutual Understanding
Topic A: What Do I Want?
Topic B: What Do They Want?
Topic C: What Do We Want?
Module 5: Focusing on Individual and Shared Needs
Topic A: Finding Common Ground
Topic B: Building Positive Energy and Goodwill
Topic C: Strengthening Your Partnership
Module 6: Getting to the Root Cause
Topic A: Examining Root Causes
Topic B: Creating a Cause and Effect Diagram
Topic C: The Importance of Forgiveness
Topic D: Identifying the Benefits of Resolution
Module 7: Generating Options
Topic A: Generate, Don’t Evaluate
Topic B: Creating Mutual Gain Options and Multiple Option Solutions
Topic C: Digging Deeper into Your Options
Module 8: Building a Solution
Topic A: Creating Criteria
Topic B: Creating a Shortlist
Topic C: Choosing a Solution
Topic D: Building a Plan
Module 9: The Short Version of the Process
Topic A: Evaluating the Situation
Topic B: Choosing Your Steps
Topic C: Creating an Action Plan
Topic D: Using Individual Process Steps
Module 10: Additional Tools
Topic A: Stress and Anger Management Techniques
Topic B: The Agreement Frame
Topic C: Asking Open Questions