Conflict Resolution (E-book)

Reading Objectives

Research has consistently demonstrated that when clear goals are associated with learning, it occurs more easily and rapidly. With that in mind, let us review our goals for this course.

At the end of this training, participants should:

• 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

Table of Contents

Module One: Getting Started.

Module Two: An Introduction to Conflict Resolution.

Module Three: Conflict Resolution Styles with the Thomas-Kilmann Instrument

Module Four: Creating an Effective Atmosphere.

Module Five: Creating a Mutual Understanding

Module Six: Focusing on Individual and Shared Needs.

Module Seven: Getting to the Root Cause.

Module Eight: Generating Options.

Module Nine: Building a Solution.

Module Ten: The Short Version of the Process.

Module Eleven: Additional Tools.

Module Twelve: Wrapping Up