Course Overview
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
- Top-rated instructors: Our crew of subject matter experts have an average instructor rating of 4.8 out of 5 across thousands of reviews.
- Authorized content: We maintain more than 35 Authorized Training Partnerships with the top players in tech, ensuring your course materials contain the most relevant and up-to date information.
- Interactive classroom participation: Our virtual training includes live lectures, demonstrations and virtual labs that allow you to participate in discussions with your instructor and fellow classmates to get real-time feedback.
- Post Class Resources: Review your class content, catch up on any material you may have missed or perfect your new skills with access to resources after your course is complete.
- Private Group Training: Let our world-class instructors deliver exclusive training courses just for your employees. Our private group training is designed to promote your team’s shared growth and skill development.
- Tailored Training Solutions: Our subject matter experts can customize the class to specifically address the unique goals of your team.
Course Prerequisites
There are no prerequisites for this course.
Agenda
1 - Getting Started
- Icebreaker
- Housekeeping Items
- The Parking Lot
- Workshop Objectives
2 - An Introduction to Conflict Resolution
- What is Conflict?
- What is Conflict Resolution?
- Understanding the Conflict Resolution Process
3 - 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
- 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 Solution
- 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