CPD Courses → Communication and Personal Development

Conflict Resolution

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. Your participants will also be provided a set of skills in solution building and finding common ground.
In the Conflict Resolution workshop, participants will learn crucial conflict management skills, including dealing with anger and using the Agreement Frame. Dealing with conflict is important for every organization no matter what the size. If it is left unchecked or not resolved it can lead to lost production, absences, attrition, and even law suits.

Workshop Objectives:
• 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

  • Module One: Getting Started
  • Module Two: An Introduction to Conflict Resolution
  • Module Two: Review Questions
  • Module Three: Conflict Resolution Styles with the Thomas-Kilmann Instrument
  • Module Three: Review Questions
  • Module Four: Creating an Effective Atmosphere
  • Module Four: Review Questions
  • Module Five: Creating a Mutual Understanding
  • Module Five: Review Questions
  • Module Six: Focusing on Individual and Shared Needs
  • Module Six: Review Questions
  • Module Seven: Getting to the Root Cause
  • Module Seven: Review Questions
  • Module Eight: Generating Options
  • Module Eight: Review Questions
  • Module Nine: Building a Solution
  • Module Nine: Review Questions
  • Module Ten: The Short Version of the Process
  • Module Ten: Review Questions
  • Module Eleven: Additional Tools
  • Module Eleven: Review Questions
  • Module Twelve: Wrapping Up
Completion rules
  • All units must be completed
  • Leads to a certificate with a duration: Forever