Conflict Resolution

Overview:
Welcome to the Conflict Resolution workshop. Wherever two or more people come together, there is the possibility of conflict. This course will give participants a six-step process that they can use to modify and resolve conflicts of any size. Participants will also learn crucial conflict resolution skills, including dealing with anger and using the Agreement Frame.

Workshop Objectives

Research has consistently demonstrated that when clear goals are associated with learning, it

occurs more easily and rapidly. With that in mind, let’s review our goals for today.
At the end of this workshop, participants should:
- 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

Pre-Assignment Review:
The purpose of the Pre-Assignment is to get participants thinking about conflict resolution. We asked participants to answer true or false for each of the following questions. Take a moment now to discuss the answers.


Target audience:
All Sales Leaders, Business Leaders and Potential Leaders


Course Outline

Course outline

Module One: An Introduction to Conflict Resolution 
What is Conflict? 
What is Conflict Resolution? 
Understanding the Conflict Resolution Process 
Case Study 


Module Two: Conflict Resolution Styles with the Thomas-Kilmann Instrument 
Collaborating 
Competing 
Compromising 
Accommodating 
Avoiding 

Module Three: Creating an Effective Atmosphere 
Neutralizing Emotions 
Setting Ground Rules 
Choosing the Time and Place 


Module Four: Creating a Mutual Understanding 
What Do I Want? 
What Do They Want? 
What Do We Want? 

Module Five: Focusing on Individual and Shared Needs 
Finding Common Ground 
Building Positive Energy and Goodwill 
Strengthening Your Partnership 
Case Study 


Module Six: Getting to the Root Cause 
Examining Root Causes 
Creating a Cause and Effect Diagram 
The Importance of Forgiveness 
Identifying the Benefits of Resolution 

Module Seven: Generating Options 
Generate, Don’t Evaluate 
Creating Mutual Gain Options and Multiple Option Solutions 
Digging Deeper into Your Options 

Module Eight: Building a Solution 
Creating Criteria 
Creating a Shortlist 
Choosing a Solution 
Building a Plan 

Module Nine: The Short Version of the Process 
Evaluating the Situation 
Choosing Your Steps 
Creating an Action Plan 
Using Individual Process Steps 

Module Ten: Additional Tools 
Stress and Anger Management Techniques 
The Agreement Frame 
Asking Open Questions 

Module Eleven: Wrapping Up 
Words from the Wise 60
 

Live Workshop: 2 Days (Recommended) or 1Day (Compact)

2 Days (Recommended)

8 pax & above = SGD316/pax

4-7 pax = SGD456/pax

1 Day Compact Workshop

8 pax & above = SGD158/pax

4-7 pax = SGD228/pax

Virtual Classroom:

Full Length: 8 Hours X 2 Days/ 3 Hours X 5 Days + One Hour of Self Directed Work. ($2250 Nett) 

(Max 15 participants)

Compact:    8 Hours X 1 Day/  2.5 Hours X 3 Days + One Hour of Self Directed Work. ($1250 Nett)

(Max 15 participants)

Power Compact: 3 Hours Session / $450 Per session (Max 15 participants)