Conflict Resolution

Module One: Getting Started
Course 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
Lessons Learned