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Conflict Resolution - From Chaos to Order
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 law suits.
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.
Objective
By the end of the workshop you will be able to:
- 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
Module 1: An Introduction to Conflict Resolution
Module 2: Conflict Resolution Styles with the Thomas-Kilmann Instrument
Module 3: Creating an Effective Atmosphere
Module 4: Creating a Mutual Understanding
Module 5: Focusing on Individual and Shared Needs
Module 6: Getting to the Root Cause
Module 7: Generating Options
Module 8: Building a Solution
Module 9: The Short Version of the Process
Module 10: Additional Tools
- What is Conflict?
- What is Conflict Resolution?
- Understanding the Conflict Resolution Process
Module 2: Conflict Resolution Styles with the Thomas-Kilmann Instrument
- Collaborating
- Competing
- Compromising
- Accommodating
- Avoiding
Module 3: Creating an Effective Atmosphere
- Neutralizing Emotions
- Setting Ground Rules
- Choosing the Time and Place
Module 4: Creating a Mutual Understanding
- What Do I Want?
- What Do They Want?
- What Do We Want?
Module 5: Focusing on Individual and Shared Needs
- Finding Common Ground
- Building Positive Energy and Goodwill
- Strengthening Your Partnership
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
Module 7: Generating Options
- Generate, Don’t Evaluate
- Creating Mutual Gain Options and Multiple Option Solutions
- Digging Deeper into Your Options
Module 8: Building a Solution
- Creating Criteria
- Creating a Shortlist
- Choosing a Solution
- Building a Plan
Module 9: The Short Version of the Process
- Evaluating the Situation
- Choosing Your Steps
- Creating an Action Plan
- Using Individual Process Steps
Module 10: Additional Tools
- Stress and Anger Management Techniques
- The Agreement Frame
- Asking Open Questions
Who should attend
Those who wants to resolve conflicts and improve their skills in solution building. Learn how to deal with anger.
Methodology
Participants will experience the theory and practice of what they learn with the use of:
Lecturing, Case study, Group Discussions & Sharing, Role Play, Activities & Reflection
Lecturing, Case study, Group Discussions & Sharing, Role Play, Activities & Reflection
Profile of Ivan Phua
A dedicated professional in Learning and Development, Ivan has been involved with the design, development and implementation of Leadership and People Management and Service Excellence training programmes in various industries. An ACTA Certified Trainer and a Certified Executive Transformation Coach, he is also a Certified Behavioural and Career Consultant (CBCC), Certified Advanced Behavioural Analyst (CABA), Certified CareerKeys™ and PersonalityKeys™ trainer and Certified The Leadership Challenge (TLC) facilitator.
He has conducted numerous Corporate and Public Workshops, Learning Journeys for Institutes of Higher Learning (IHL), coaching sessions, Personality and Career Profiling and consultations.
Ivan has trained staff from different industries on Critical Thinking, Stakeholder Engagement, Leadership and Influence, Appreciative Inquiry, Change Management, Customer Service Excellence, Public Speaking, Presentation Skills, Conflict Resolution, Team Building and Stress Management. His clientele ranges from Corporations, ATOs, CET Centres, F&B, Retail and Service Chains, Education Institutions and others.
ADDITIONAL QUALIFICATION
Executive Transformation Coach (ICF)
Ministry of Education (MOE) accredited Trainer, Singapore.
Family Life Education (FLE) Facilitator, Ministry of Social and Family Development (MSF).
Marriage Preparation Course (MPC) Facilitator.
"Prepare/Enrich" Psychometric Profiling Facilitator.
BSc (Hons) Upper, Psychology, University of Derby.
