ELEV-CP 004: Conflict Resolution

ELEV-CP 004: Conflict Resolution

The following is the course description for the Conflict Resolution Course:

Welcome to the Conflict Resolution workshop. 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. 

Course Objectives: 

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

You Will:

At the end of this workshop, 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 

 

Target Student:

Course Core Competencies:

Module 1: An Introduction to Conflict Resolution 

Topic A: What is Conflict?

Topic B: What is Conflict Resolution?

Topic C: Understanding the Conflict Resolution Process

Module 2: Conflict Resolution Styles with the Thomas-Kilmann Instrument 

Topic A: Collaborating

Topic B: Competing

Topic C: Compromising

Topic D: Accommodating

Topic E: Avoiding

Module 3: Creating an Effective Atmosphere 

Topic A: Neutralizing Emotions

Topic B: Setting Ground Rules

Topic C: Choosing the Time and Place

Module 4: Creating a Mutual Understanding 

Topic A: What Do I Want?

Topic B: What Do They Want?

Topic C: What Do We Want?

Module 5: Focusing on Individual and Shared Needs 

Topic A: Finding Common Ground

Topic B: Building Positive Energy and Goodwill

Topic C: Strengthening Your Partnership 

Module 6: Getting to the Root Cause 

Topic A: Examining Root Causes

Topic B: Creating a Cause and Effect Diagram

Topic C: The Importance of Forgiveness

Topic D: Identifying the Benefits of Resolution 

Module 7: Generating Options

Topic A: Generate, Don’t Evaluate

Topic B: Creating Mutual Gain Options and Multiple Option Solutions

Topic C: Digging Deeper into Your Options

Module 8: Building a Solution

Topic A: Creating Criteria

Topic B: Creating a Shortlist

Topic C: Choosing a Solution

Topic D: Building a Plan

Module 9: The Short Version of the Process

Topic A: Evaluating the Situation

Topic B: Choosing Your Steps

Topic C: Creating an Action Plan

Topic D: Using Individual Process Steps

Module 10: Additional Tools

Topic A: Stress and Anger Management Techniques

Topic B: The Agreement Frame

Topic C: Asking Open Questions