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Overview
This course will help you to master conflict resolution. It begins with understanding what conflict and conflict resolution are, then explores various styles and techniques for effective resolution.
Course Objectives
By the end of this course, you will be equipped with practical skills to handle conflicts constructively.
Content
Getting Started
- Workshop Objectives
- Pre-Assignment Review
An Introduction to Conflict Resolution
- What is Conflict?
- What is Conflict Resolution?
- Understanding the Conflict Resolution Process
Conflict Resolution Styles with the Thomas-Kilmann Instrument
- Collaborating
- Competing
- Compromising
- Accommodating
- Avoiding
Creating an Effective Atmosphere
- Neutralising Emotions
- Setting Ground Rules
- Choosing the Time and Place
Creating a Mutual Understanding
- What Do I Want?
- What Do They Want?
- What Do We Want?
Focusing on Individual and Shared Needs
- Finding Common Ground
- Building Positive Energy and Goodwill
- Strengthening Your Partnership
Getting to the Root Cause
- Examining Root Causes
- Creating a Cause and Effect Diagram
- The Importance of Forgiveness
- Identifying the Benefits of Resolution
Generating Options
- Generate Don’t Evaluate
- Creating Mutual Gain Options and Multiple Option Solutions
- Digging Deeper into Your Options
Building a Solution
- Creating Criteria
- Creating a Shortlist
- Choosing a Solution
You will learn how to
- Gain an understanding of conflict and conflict resolution.
- Knowledge of the six phases of the conflict resolution process.
- The ability to adapt the process to all types of conflicts.
- Skills to use basic communication tools such as the agreement frame and open questions.
- Techniques for managing anger and stress
Audience
This course is designed for anyone looking to improve their conflict resolution skills. No prior knowledge is required.
Classroom and Virtual training options
Duration
1 Day
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