Conflict Resolution

Course review:

1 Getting Started

• Icebreaker
• Ground rules
• The parking lot
• Workshop objectives
• Action plans and evaluation forms

2 An Introduction to Conflict Resolution

• What is Conflict?
• What is Conflict Resolution?
• Understanding the Conflict Resolution Process

3 Conflict Resolution with 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 Using

• 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 Solutions
• 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 and Evaluations