Module 1

• An Introduction to Conflict Resolution
• What is Conflict?
• What is Conflict Resolution?
• Understanding the Conflict Resolution Process
• Knowledge Check

Module 2

• Conflict Resolution Styles with the Thomas-Kilmann Instrument
• Collaborating
• Competing
• Compromising
• Accommodating
• Avoiding
• Knowledge Check

Module 3

• Creating an Effective Atmosphere
• Neutralizing Emotions
• Setting Ground Rules
• Choosing the Time and Place
• Knowledge Check

Module 4

• Creating a Mutual Understanding
• What Do I Want?
• What Do They Want?
• What Do We Want?
• Knowledge Check

Module 5

• Focusing on Individual and Shared Needs
• Finding Common Ground
• Building Positive Energy and Goodwill
• Strengthening Your Partnership
• Knowledge Check

Module 6

• Getting to the Root Cause
• Examining Root Causes
• Creating a Cause and Effect Diagram
• The Importance of Forgiveness
• Identifying the Benefits of Resolution
• Knowledge Check

Module 7

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

Module 8

• Building a Solution
• Creating Criteria
• Creating a Shortlist
• Choosing a Solution
• Building a Plan
• Knowledge Check

Module 9

• The Short Version of the Process
• Evaluating the Situation
• Choosing Your Steps
• Creating an Action Plan
• Using Individual Process Steps
• Knowledge Check

Module 10

• Additional Tools
• Stress and Anger Management Techniques
• The Agreement Frame
• Asking Open Questions
• Knowledge Check

Assessment

• Post-Test