Conflict Resolution – Turn Disputes into Win-Win Solutions

Wherever people work together, conflict can arise. The Conflict Resolution course helps participants develop practical skills for managing conflict, building solutions, and finding common ground. Participants begin by understanding what conflict is, what conflict resolution means, and the overall conflict resolution process. The course then introduces the Thomas-Kilmann Instrument and five approaches to conflict: collaborating, competing, compromising, accommodating, and avoiding. Creating an effective atmosphere focuses on neutralizing emotions, establishing ground rules, and choosing an appropriate time and place for addressing conflict. Participants then explore mutual understanding by considering what each person wants and what everyone ultimately wants. The course moves into focusing on individual needs, finding common ground, building positive energy and goodwill, and strengthening partnerships. Participants will then examine root causes through cause-and-effect analysis, forgiveness, and identifying the benefits of resolution. The solution-building portion covers generating options without immediately evaluating them, creating mutual-gain and multiple-option solutions, establishing criteria, creating a shortlist, choosing a solution, and building an action plan. Finally, participants will explore a shorter version of the conflict resolution process along with stress and anger management techniques, the Agreement Frame, and open-ended questions.