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Managing Conflict

Course Summary

1.0 day
Course Overview

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.

Learning Objectives

Upon successful completion of this course, students will be able to:
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

Topics Covered

An introduction to conflict resolution
What is conflict?
What is conflict resolution?
Understanding the conflict resolution process
Conflict resolution styles with the Thomas-Kilmann instrument
Creating an effective atmosphere
Neutralizing emotions
Setting ground rules
Choosing the time and place
Creating a mutual understanding
What do I want?
What do they want?
What do we want?
Focusing on individual and shared 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


Avalon Foster Group, LLC
1300 Proline Place
Gettysburg, PA 17325
Call: 717-398-5066


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