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 law suits. This course may earn a Credly Badge.

starstarstarstarstar

* Actual course outline may vary depending on offering center. Contact your sales representative for more information.

Learning Objectives

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. Participants will also learn crucial conflict management skills, including dealing with anger and using the Agreement Frame.

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

Audience

Everyone dealing with day to day work environment will benefit from this course.

Language

English

Prerequisites

There are no rerequisites for this course.

Course Info

Not Your Location? Change

Cost: $ 395

Length: 1.0 day (8 hours)

Level:

For scheduling options, please chat with an expert below.

Loading...