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

Conflict Resolution Course Outline:

Module One: Getting Started
Icebreaker - Ground rules - The parking lot - Workshop objectives - Action plans and evaluation forms
Module Two: An Introduction to Conflict Resolution
What is Conflict? - What is Conflict Resolution? - Understanding the Conflict Resolution Process
Module Three: Conflict Resolution with the Thomas-Kilmann Instrument
Collaborating - Competing - Compromising - Accommodating - Avoiding
Module Four: Creating an Effective Atmosphere
Neutralizing 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