ELEV-CP 004: Conflict Resolution

ELEV-CP 004: Conflict Resolution

Course Number: ELEV-CP 004

Duration: One day

Course Description:

Conflict Resolution focuses on understanding why conflict occurs and how it can be managed constructively in any environment. Wherever people work together, conflict is inevitable. This course introduces learners to a practical six-step conflict resolution process that can be applied to conflicts of any size. Learners will also develop essential skills for managing emotions, addressing anger, and using communication tools such as the agreement frame to reach productive outcomes.

By the end of this course, learners should be able to:

• Understand what conflict and conflict resolution mean
• Explain all six phases of the conflict resolution process
• Identify the five main styles of conflict resolution
• Adapt the conflict resolution process for different types of conflicts
• Break the process into individual tools to help prevent conflict
• Use basic communication tools such as the agreement frame and open questions
• Apply basic anger and stress management techniques

Course Modules:

Module One: An Introduction to Conflict Resolution

• What is conflict
• What is conflict resolution
• Understanding the conflict resolution process

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

• Collaborating
• Competing
• Compromising
• Accommodating
• Avoiding

Module Three: Creating an Effective Atmosphere

• Neutralizing emotions
• Setting ground rules
• Choosing the time and place

Module Four: Creating a Mutual Understanding

• What do I want
• What do they want
• What do we want

Module Five: Focusing on Individual and Shared Needs

• Finding common ground
• Building positive energy and goodwill
• Strengthening your partnership

Module Six: Getting to the Root Cause

• Examining root causes
• Creating a cause and effect diagram
• The importance of forgiveness
• Identifying the benefits of resolution

Module Seven: Generating Options

• Generate, do not evaluate
• Creating mutual gain options and multiple option solutions
• Digging deeper into your options

Module Eight: Building a Solution

• Creating criteria
• Creating a shortlist
• Choosing a solution
• Building a plan

Module Nine: The Short Version of the Process

• Evaluating the situation
• Choosing your steps
• Creating an action plan
• Using individual process steps

Module Ten: Additional Tools

• Stress and anger management techniques
• The agreement frame
• Asking open questions

Strengthen collaboration and reduce tension with Conflict Resolution, a practical course designed to help learners navigate disagreements with confidence and clarity. Join now to develop healthier communication, resolve conflicts effectively, and create more productive working relationships.