Information Technology

Conflict Resolution

Instructor-Led 12 Agenda

What You'll Learn

Wherever two or more people come together, there is bound to be conflict. This course will give participants a seven-step conflict resolution process that they can use and modify to resolve conflict disputes of any size. Participants will also learn crucial conflict management skills, including dealing with anger and using the Agreement Frame.

Description

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 law suits.

Who Should Attend

Everyone dealing with day to day work environment

Course Overview

Course Agenda

12 Title

Course Agenda 12

Lesson Id	Title	Description
1	Getting Started	Icebreaker<br />Housekeeping Items<br />The Parking Lot<br />Workshop Objectives
2	An Introduction to Conflict Resolution	What is Conflict?<br />What is Conflict Resolution?<br />Understanding the Conflict Resolution Process
3	The Thomas-Kilmann Instrument	Collaborating<br />Competing<br />Compromising<br />Accommodating<br />Avoiding
4	Creating an Effective Atmosphere	Neutralizing Emotions<br />Setting Ground Rules<br />Choosing the Time and Place
5	Creating Mutual Understanding	What do I Want?<br />What Do They Want?<br />What Do We Want?
6	Focusing on Individual Needs	Finding Common Ground<br />Building Positive Energy and Goodwill<br />Strengthening Your Partnership
7	Getting to the Root Cause	Examining Root Causes<br />Creating a Cause and Effect Diagram<br />The Importance of Forgiveness<br />Identifying the Benefits of Resolution
8	Generating Options	Generate, Don't Evaluate<br />Creating Mutual Gain Options and Multiple Option Solutions<br />Digging Deeper into Your Options
9	Building a Solution	Creating Criteria<br />Creating a Shortlist<br />Choosing a Solution<br />Building a Plan
10	The Short Version of the Process	Evaluating the Situation<br />Choosing Your Steps<br />Creating an Action Plan<br />Using Individual Process Steps
11	Additional Tools	Stress and Anger Management Techniques<br />The Agreement Frame<br />Asking Open Questions
12	Wrapping Up	Words from the Wise<br />Review of Parking Lot<br />Lessons Learned<br />Completion of Action Plans

Getting Started

Icebreaker
Housekeeping Items
The Parking Lot
Workshop Objectives

An Introduction to Conflict Resolution

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

The Thomas-Kilmann Instrument

Collaborating
Competing
Compromising
Accommodating
Avoiding

Creating an Effective Atmosphere

Neutralizing Emotions
Setting Ground Rules
Choosing the Time and Place

Creating Mutual Understanding

What do I Want?
What Do They Want?
What Do We Want?

Focusing on Individual 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
Building a Plan

The Short Version of the Process

Evaluating the Situation
Choosing Your Steps
Creating an Action Plan
Using Individual Process Steps

Additional Tools

Stress and Anger Management Techniques
The Agreement Frame
Asking Open Questions

Wrapping Up