Course Information

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 lawsuits.

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

Outline

1. Introduction to Workplace Conflict

• Define workplace conflict

• Identify common causes of workplace conflict

• Recognize the impact of unresolved conflict

• What is conflict?

• Healthy vs. unhealthy conflict

• Common causes of workplace conflict:

  • Communication breakdown

  • Personality differences

  • Competing priorities

  • Limited resources

  • Misaligned expectations

  • Cultural differences

2. Understanding Conflict Styles

• Understand the five common conflict management styles

• Identify their own preferred conflict style

• The Five Conflict Styles

• Avoiding

• Ignoring the issue

• When it may be useful

• Accommodating

• Prioritizing others' needs

• Risks of over-accommodation

• Competing

• Asserting one's position

• When decisive action is necessary

• Compromising

• Finding middle ground

• Collaborating

• Working toward a win-win solution

3. Communication Skills for Conflict Resolution

• Use effective communication to de-escalate conflict

• Practice active listening techniques

• Active Listening

• Paying attention

• Reflecting and paraphrasing

• Asking clarifying questions

• Emotional Intelligence

• Recognizing emotions

• Managing reactions

• Assertive Communication

• Expressing needs clearly and respectfully

• Using "I" statements

4. Identifying and Addressing Conflict Early

• Recognize early warning signs of conflict

• Take proactive steps to address issues before escalation

• Early Warning Signs

• Communication breakdown

• Increased tension

• Avoidance behavior

• Reduced collaboration

• Addressing Conflict Early

• Steps:

  • Address the issue privately

  • Focus on facts, not assumptions

  • Listen to understand

  • Identify shared goals

  • Common Mistakes

  • Ignoring the issue

  • Escalating emotionally

  • Taking sides prematurely

5. Conflict Resolution Process

• Apply a structured process to resolve conflict

• Facilitate productive conversations

• The 6-Step Conflict Resolution Model

• Prepare for the conversation

• Identify facts and emotions

• Set the stage

• Agree on the purpose of the discussion

• Share perspectives

• Each person explains their viewpoint

• Identify underlying interests

• Move beyond positions

• Generate solutions

• Brainstorm options

• Agree on action steps

• Document decisions and follow-up

• Facilitating Difficult Conversations

• Stay neutral

• Encourage respectful dialogue

• Focus on solutions

6. Handling Difficult Conflict Situations

• Manage emotionally charged conflicts

• Maintain professionalism during disagreements

• De-escalation Techniques

• Pause before reacting

• Acknowledge emotions

• Use calm language

• Dealing with Difficult Behaviors

• Defensive individuals

• Aggressive communication

• Passive resistance

• When to Involve Management or HR

• Harassment

• Policy violations

• Repeated unresolved conflicts

7. Building a Positive Conflict Culture

• Promote healthy workplace communication

• Encourage constructive conflict resolution

• Strategies for teams:

• Encourage open communication

• Set clear expectations

• Provide feedback regularly

• Address issues early

• Benefits:

  • Improved teamwork

  • Increased productivity

  • Higher employee engagement

8. Course Wrap-Up and Action Planning

• Review

• Personal Action Plan

• Participants identify:

  • One conflict behavior they will improve

  • One communication skill they will apply

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