Conflict Resolution

Course outlines

Module One:

• An Introduction to Conflict Resolution 
• Understanding the Conflict Resolution Process and conflict management
•  Conflict Resolution Styles with the Thomas-Kilmann Instrument
• Benefits of a well-managed conflict
• How team conflict escalates

Module Two:

•  Creating an Effective Atmosphere
• Neutralizing Emotions , Setting Ground Rules
• Choosing the Time and Place , Creating a Mutual Understanding
• A proven approach to win-win conflict resolution
• How to separate the two parts of every conflict—people and issues—and deal with each effectively
• The importance of self-awareness
• Managing conflict

Module Three:

• Focusing on Individual and Shared Needs, Finding Common Ground
• Building Positive Energy and Goodwill
• Strengthening Your Partnership
• Getting to the Root Cause
• Examining Root Causes
• Creating a Cause-and-Effect Diagram
• The Importance of Forgiveness, Identifying the Benefits of Resolution
• awareness of communication differences, Managing strong emotions
• Recognize and understand underlying issues
• How to redirect angry attacks rather than combat them
• Get others to take care of their own problems
• Critical communication mistakes
• Polite “exit lines” that allow you to postpone a confrontation until your emotions are under control

Module Four:

• Generating Options, Generate, Don’t Evaluate
• Creating Mutual Gain Options and Multiple Option Solutions
• Digging Deeper into Your Options
•  Building a Solution
• Creating Criteria, Creating a Shortlist, Choosing a Solution
• Building a Plan
• How honesty and understanding will help you keep your cool when dealing with an upset person
• Effective strategies for defusing an escalating argument
• Strategies to overcome the feeling that negative feedback is a personal attack
• A 4-step approach to delivering effective feedback
• Conflict resolution and confrontation management: Mending relationships you thought were permanently damaged
  

Module Five:

• The Short Version of the Process
• 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
• Weaving family, friends and co-workers into an emotional support system
• Understand the link between anger and stress
• Eliminate victim thinking
• Drive away negative thinking with positive talk
• Balance multiple roles and responsibilities
• Relaxation skills to control stress
• Wrapping Up