Personal Development

Conflict Resolution

Wherever two or more people come together, there is bound to be conflict. This course will provide you with a seven-step conflict resolution process which you can use and modify to resolve conflict disputes of any size. You will also be provided a set of skills in solution-building and finding common ground.

In the Conflict Resolution course, you 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 lawsuits.


Course Objectives:


  • 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

What is Covered:


  1. Module One: Getting Started
  2. Module Two: An Introduction to Conflict Resolution
  3. Module Three: Conflict Resolution Styles with the Thomas-Kilmann Instrument
  4. Module Four: Creating an Effective Atmosphere
  5. Module Five: Creating a Mutual Understanding
  6. Module Six: Focusing on Individual and Shared Needs
  7. Module Seven: Getting to the Root Cause
  8. Module Eight: Generating Options
  9. Module Nine: Building a Solution
  10. Module Ten: The Short Version of the Process
  11. Module Eleven: Additional Tools
  12. Module Twelve: Wrapping Up
Current Status
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