Over 20 years of experience



Conflict Resolution




This price of this class is for up to 15 participants.  The class to be taught at your location.  All classes purchased can be taken for up to one year after purchase.  Bulk discounts will apply.  Please call for details.

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.

 Download Class Overview

Workshop 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.

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
Course Outline

Module One: Getting Started

  1. Workshop Objectives
  2. Pre-Assignment Review

Module Two: An Introduction to Conflict Resolution

  1. What is Conflict?
  2. What is Conflict Resolution?
  3. Understanding the Conflict Resolution Process
  4. Case Study

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

  1. Collaborating
  2. Competing
  3. Compromising
  4. Accommodating
  5. Avoiding
  6. Case Study

Module Four: Creating an Effective Atmosphere

  1. Neutralizing Emotions
  2. Setting Ground Rules
  3. Choosing the Time and Place
  4. Case Study

Module Five: Creating a Mutual Understanding

  1. What Do I Want?
  2. What Do They Want?
  3. What Do We Want?
  4. Case Study

Module Six: Focusing on Individual and Shared Needs

  1. Finding Common Ground
  2. Building Positive Energy and Goodwill
  3. Strengthening Your Partnership
  4. Case Study

Module Seven: Getting to the Root Cause

  1. Examining Root Causes
  2. Creating a Cause and Effect Diagram
  3. The Importance of Forgiveness
  4. Identifying the Benefits of Resolution
  5. Case Study

Module Eight: Generating Options

  1. Generate, Don’t Evaluate
  2. Creating Mutual Gain Options and Multiple Option Solutions
  3. Digging Deeper into Your Options
  4. Case Study

Module Nine: Building a Solution

  1. Creating Criteria
  2. Creating a Shortlist
  3. Choosing a Solution
  4. Building a Plan
  5. Case Study

Module Ten: The Short Version of the Process

  1. Evaluating the Situation
  2. Choosing Your Steps
  3. Creating an Action Plan
  4. Using Individual Process Steps
  5. Case Study

Module Eleven: Additional Tools

  1. Stress and Anger Management Techniques
  2. The Agreement Frame
  3. Asking Open Questions
  4. Case Study

Module Twelve: Wrapping Up

  1. Words from the Wise


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