Programming & Development

Conflict Resolution


Participants will learn crucial conflict management skills, including dealing with anger and using the Agreement Frame. If left unchecked or not resolved it can lead to lost production, absences, attrition, and even lawsuits.

Who Should Attend
Everyone dealing with day to day work environment

Course Outline:

Housekeeping Items
The Parking Lot
Workshop Objectives
What is Conflict?
What is Conflict Resolution?
Understanding the Conflict Resolution Process
Neutralizing Emotions
Setting Ground Rules
Choosing the Time and Place
What do I Want?
What Do They Want?
What Do We Want?
Finding Common Ground
Building Positive Energy and Goodwill
Strengthening Your Partnership
Examining Root Causes
Creating a Cause and Effect Diagram
The Importance of Forgiveness
Identifying the Benefits of Resolution
Generate, Don't Evaluate
Creating Mutual Gain Options and Multiple Option Solutions
Digging Deeper into Your Options
Creating Criteria
Creating a Shortlist
Choosing a Solution
Building a Plan
Evaluating the Situation
Choosing Your Steps
Creating an Action Plan
Using Individual Process Steps
Stress and Anger Management Techniques
The Agreement Frame
Asking Open Questions
Words from the Wise
Review of Parking Lot
Lessons Learned
Completion of Action Plans

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