Project Description

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 course, participants will learn crucial conflict management skills, including dealing with anger and using the Agreement Frame. Dealing with conflict is important for every organisation 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 OBJECTIVES

Research has consistently demonstrated that when clear goals are associated with learning that the learning occurs more easily and rapidly. With that in mind, let’s review our goals for the course. By the end of this course, you will be able to:

    • 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
Module One: Getting Started

  • Icebreaker
  • Housekeeping Items
  • The Parking Lot
  • Workshop 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

  • Neutralising 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
  • Review of Parking Lot
  • Lessons Learned
  • Completion of Action Plans and Evaluations

Conflict Resolution

Inspired By Excellence & Innovation

COURSE TUTORS

EMERSON BURNS
EMERSON BURNSCourse Tutor
Students interact with each other and their tutors continuously through various online forums which foster a strong sense of community at Talent Studio.
CHUMASANDE NDUBELE
CHUMASANDE NDUBELECourse Tutor
Talent Studio has an intake of 200 students on targeted courses. I present two webinars a week per course. Participation during these sessions are always amazing.
PHOENIX MILLS
PHOENIX MILLSCourse Tutor
I am always inspired being part of a team of professional academic and administrative support staff who are passionate about developing people.

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