e-lerniq series

Conflict Resolution

Typical Participants

Employee Relations Professionals
HR Professionals
New Leaders and Managers
Mid Management Staff
Anyone Interested in Conflict Resolution

Model

e-Learning
10 Modules
Case Studies
Quizzes
Available 24/7/365

Course Level

Beginner / Intermediate

Award

Certificate of Participation

Duration

2 hrs

Delivery Language

English

Conflict Resolution

This course will give you a seven-step conflict resolution process that you can use and modify to resolve conflict disputes of any size. 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. You will also be provided a set of skills in the area of solution building and finding common ground.

What Do Participants Learn in This Conflict Resolution Session?

As a result of participating in this online conflict resolution course, participants 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.

Conflict Resolution
Course Content

  • Introduction to Conflict Resolution (what is conflict and conflict resolution, understanding the process);
  • Conflict Resolution Styles with the Thomas-Kilmann Instrument (collaborating, competing, compromising, accommodating, avoiding);
  • Creating an Effective Atmosphere (neutralizing emotions, setting ground rules, choosing the time and place);
  • Creating Mutual Understanding;
  • Focusing on Individual and Shared Needs (finding common ground, building positive energy and goodwill, strengthening your partnership);
  • Getting to the Root Cause (examining root causes, creating a cause and effect diagram, identifying the benefits of resolution);
  • Generating Options (generate, don’t evaluate, create mutual gain options and multiple option solutions, digging deeper into your options);
  • Building a Solution (creating criteria, creating a shortlist, choosing a solution, building a plan);
  • The Short Version of the Process (evaluating the situation, choosing your steps, creating an action plan, using individual process steps);
  • Additional Tools (stress and anger management techniques, the agreement frame, asking open questions).
    • Created with

    We use cookies to provide you with an optimal experience and relevant communication. Learn more or accept individual cookies.

    Necessary

    Necessary cookies (First Party Cookies) are sometimes called "strictly necessary" as without them we cannot provide the functionality that you need to use this website. For example, essential cookies help remember your preferences as you navigate through the online school.

    Functional

    During your interaction with this website, cookies are used to remember information you have entered or choices you make (such as your username or preferences for personalizing your account). These preferences are remembered, through the use of the persistent cookies, and the next time you use the Website you will not have to set them again.

    Analytics

    These cookies track information about visits to this Website so that we can make improvements and report our performance. For example: analyze User behavior so as to provide additional functionality or improve course contents. These cookies collect information about how visitors use the Website, which site or page they came from, the number of visits and how long a user stays on the Website.

    Marketing

    These cookies are used to deliver advertising materials relevant to you and your interests. They are also used to limit the number of times you see an advertisement as well as help measure the effectiveness of campaigns. They are usually placed by advertising networks we work with with our permission. They remember that you have visited a website and this information is shared with other organizations such as advertisers.