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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.

Online Course / Classroom Training


* Processed on


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.

Conflict Resolution > Course Outline:

Housekeeping Items
The Parking Lot
Workshop Objectives

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


Neutralizing Emotions
Setting Ground Rules
Choosing the Time and Place

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

Finding Common Ground
Building Positive Energy and Goodwill
Strengthening Your Partnership

Examining Root Causes
Creating a Cause and Effect Diagram
The Importance of Forgiveness
Identifying the Benefits of Resolution

Generate, Don’t Evaluate
Creating Mutual Gain Options and Multiple Option Solutions
Digging Deeper into Your Options

Creating Criteria
Creating a Shortlist
Choosing a Solutions
Building a Plan

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

Stress and Anger Management Techniques
The Agreement Frame
Asking Open Questions

Words from the Wise
Review of Parking Lot
Lessons Learned
Completion of Action Plans and Evaluations


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