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Conflict Resolution

Course Overview

Participants will learn crucial conflict management skills, including dealing with anger and using the Agreement Frame. If left unchecked or not resolved it can lead to lost production, absences, attrition, and even lawsuits.

Who Should Attend

Everyone dealing with day to day work environment

Course Outline

1 - Getting Started

  • Icebreaker
  • Housekeeping Items
  • The Parking Lot
  • Workshop Objectives

2 - An Introduction to Conflict Resolution

  • What is Conflict?
  • What is Conflict Resolution?
  • Understanding the Conflict Resolution Process

3 - The Thomas-Kilmann Instrument

  • Collaborating
  • Competing
  • Compromising
  • Accommodating
  • Avoiding

4 - Creating an Effective Atmosphere

  • Neutralizing Emotions
  • Setting Ground Rules
  • Choosing the Time and Place

5 - Creating Mutual Understanding

  • What do I Want?
  • What Do They Want?
  • What Do We Want?

6 - Focusing on Individual Needs

  • Finding Common Ground
  • Building Positive Energy and Goodwill
  • Strengthening Your Partnership

7 - Getting to the Root Cause

  • Examining Root Causes
  • Creating a Cause and Effect Diagram
  • The Importance of Forgiveness
  • Identifying the Benefits of Resolution

8 - Generating Options

  • Generate, Don't Evaluate
  • Creating Mutual Gain Options and Multiple Option Solutions
  • Digging Deeper into Your Options

9 - Building a Solution

  • Creating Criteria
  • Creating a Shortlist
  • Choosing a Solution
  • Building a Plan

10 - The Short Version of the Process

  • Evaluating the Situation
  • Choosing Your Steps
  • Creating an Action Plan
  • Using Individual Process Steps

11 - Additional Tools

  • Stress and Anger Management Techniques
  • The Agreement Frame
  • Asking Open Questions

12 - Wrapping Up

  • Words from the Wise
  • Review of Parking Lot
  • Lessons Learned
  • Completion of Action Plans

Enroll Today

This is a 1-day class

Price: $395.00
Payment Options

ILT Instructor‑Led Training

OLL Online LIVE

GTR  Guaranteed to Run

Class times are listed Eastern time. This class is available for Private Group Training

To sort by location or date, click the ‘When’ and ‘Where’ column headings.

Cart When Time   Where How
09/27/2018 9:00AM - 5:00PM GTR Online LIVE OLL
10/16/2018 9:00AM - 5:00PM GTR Online LIVE OLL
11/05/2018 9:00AM - 5:00PM GTR Online LIVE OLL
11/26/2018 9:00AM - 5:00PM GTR Online LIVE OLL
12/11/2018 9:00AM - 5:00PM GTR Online LIVE OLL
12/28/2018 9:00AM - 5:00PM GTR Online LIVE OLL

Class times are listed Eastern time
This class is available for Private Group Training