Conflict Resolution
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. Your participants will also be provided a set of skills in solution building and finding common ground.
In the Conflict Resolution workshop, participants will learn crucial conflict management skills, including dealing with anger and using the Agreement Frame. Dealing with conflict is important for every organization no matter what the size. If it is left unchecked or not resolved it can lead to lost production, absences, attrition, and even law suits.
Course Outline
- Workshop Objectives
- What is Conflict?
- What is Conflict Resolution?
- Understanding the Conflict Resolution Process
- Collaborating
- Competing
- Compromising
- Accommodating
- Avoiding
- Neutralizing Emotions
- Setting Ground Rules
- Choosing the Time and Place
- What Do I Want?
- What Do They Want?
- What Do We Want?
- Finding Common Ground
- Building Positive Energy and Goodwill
- Strengthening Your Partnership
- Examining Root Causes
- Creating a Cause and Effect Diagram
- The Importance of Forgiveness
- Identifying the Benefits of Resolution
- Generate, Don’t Evaluate
- Creating Mutual Gain Options and Multiple Option Solutions
- Digging Deeper into Your Options
- Creating Criteria
- Creating a Shortlist
- Choosing a Solutions
- Building a Plan
- Evaluating the Situation
- Choosing Your Steps
- Creating an Action Plan
- Using Individual Process Steps
- Stress and Anger Management Techniques
- The Agreement Frame
- Asking Open Questions
- Words from the Wise
- Review of Parking Lot
- Lessons Learned
- Completion of Action Plans and Evaluations