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. 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 organization 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.

LevelAll levels
Price€ 49.90   € 39.90
Audio lessonsNo
Commitment4 h
CertificateYes, PDF


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
Case Study
Module Two: Review Questions
Module Three: Conflict Resolution Styles with the Thomas-Kilmann Instrument
Case Study
Module Three: Review Questions
Module Four: Creating an Effective Atmosphere
Neutralizing Emotions
Setting Ground Rules
Choosing the Time and Place
Case Study
Module Four: Review Questions
Module Five: Creating a Mutual Understanding
What Do I Want?
What Do They Want?
What Do We Want?
Case Study
Module Five: Review Questions
Module Six: Focusing on Individual and Shared Needs
Finding Common Ground
Building Positive Energy and Goodwill
Strengthening Your Partnership
Case Study
Module Six: Review Questions
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
Case Study
Module Seven: Review Questions
Module Eight: Generating Options
Generate, Don’t Evaluate
Creating Mutual Gain Options and Multiple Option Solutions
Digging Deeper into Your Options
Case Study
Module Eight: Review Questions
Module Nine: Building a Solution
Creating Criteria
Choosing a Solution
Building a Plan
Case Study
Module Nine: Review Questions
Module Ten: The Short Version of the Process
Evaluating the Situation
Choosing Your Steps
Creating an Action Plan
Using Individual Process Steps
Case Study
Module Ten: Review Questions
Module Eleven: Additional Tools
Stress and Anger Management Techniques
The Agreement Frame
Asking Open Questions
Case Study
Module Eleven: Review Questions
Module Twelve: Wrapping Up
Wrapping Up
How to get your Diploma
Action Plan

Basic information

LevelAll levels
Price€ 49.90   € 39.90
Audio lessonsNo
Commitment4 h
CertificateYes, PDF

Customer information

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Conflict Resolution
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Conflict Resolution

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