Conflict Resolution Skills (2 Days)
Overview:
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.
Workshop Objectives:
Research has consistently demonstrated that when clear goals are associated with learning, it
occurs more easily and rapidly. With that in mind, let’s review our goals for today.
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
Pre-Assignment Review:
The purpose of the Pre-Assignment is to get participants thinking about conflict resolution. We asked participants to answer true or false for each of the following questions. Take a moment now to discuss the answers.
Target audience:
All Sales Leaders, Business Leaders and Potential Leaders
Course Outline
Module One: An Introduction to Conflict Resolution
What is Conflict?
What is Conflict Resolution?
Understanding the Conflict Resolution Process
Case Study
Module Two: Conflict Resolution Styles with the Thomas-Kilmann Instrument
Collaborating
Competing
Compromising
Accommodating
Avoiding
Module Three: Creating an Effective Atmosphere
Neutralizing Emotions
Setting Ground Rules
Choosing the Time and Place
Module Four: Creating a Mutual Understanding
What Do I Want?
What Do They Want?
What Do We Want?
Module Five: Focusing on Individual and Shared Needs
Finding Common Ground
Building Positive Energy and Goodwill
Strengthening Your Partnership
Case Study
Module Six: Getting to the Root Cause
Examining Root Causes
Creating a Cause and Effect Diagram
The Importance of Forgiveness
Identifying the Benefits of Resolution
Module Seven: Generating Options
Generate, Don’t Evaluate
Creating Mutual Gain Options and Multiple Option Solutions
Digging Deeper into Your Options
Module Eight: Building a Solution
Creating Criteria
Creating a Shortlist
Choosing a Solution
Building a Plan
Module Nine: The Short Version of the Process
Evaluating the Situation
Choosing Your Steps
Creating an Action Plan
Using Individual Process Steps
Module Ten: Additional Tools
Stress and Anger Management Techniques
The Agreement Frame
Asking Open Questions
Module Eleven: Wrapping Up
Words from the Wise 60
Live Workshop: 2 Days (Recommended) or 1Day (Compact)
The ideal group size for this course is:
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Minimum: 5 Participants (10% corporate Discount)
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Maximum: 15 Participants (10 and above participants 20% Corporate Discount)
Course Delivery Format
Face to Face (@ Client's Premises) or Zoom