Conflict Resolution The Definitive Approach

Learning:

• Define conflict
• Select an approach/strategy to deal with conflict
• Learn to develop rapport
• Learn to develop empathy
• Apply problem solving techniques to conflict
• Manage anger
• Know how to handle unexpected confrontation
• Explore bargaining positions
• Learn the Principled Negotiation Model
• Apply your insights in a world café format to sharpen your skills

Course Outline / Curriculum:

1. Understanding conflict:

• Conflict definition
• What is conflict?
• What triggers conflict?
• Understand your approach to conflict
• Four possible approaches to conflict
• Conflict Resolution

2. Preventing conflict:

• Rapport
• Empathy
• Nonviolent Communications
• Electronic communication
• Active listening
• Team Building and Conflict Prevention

3. Apply problem solving techniques to conflict:

• Problem Solving Model
• Applied to Conflict Resolution
• Categories of Conflicts
• Conflict Resolution Model

4. Managing anger:

• Understanding anger
• Preparing for conflict
• Dealing with anger

5. Unexpected confrontation:

• The Drama Triangle
• Proposed steps
• 1. Mindfulness
• 2. Delay if possible
• 3. Take time to explore accusations
• 4. Share your intentions and admit mistakes
• 5. Avoid classical P R V roles

6 Positional bargaining:

• Achieving good agreements
• Exposition of Soft/Hard bargaining positions
• Why are Soft/Hard positions problematic?

7. Principled Negotiation Model:

• Application as a conflict resolution model
• The four prescriptions of Principled Negotiation
• 1. Dissociate problems and people
• 2. Focus on interests not positions
• 3. Create opportunities for mutual benefit
• 8. Use critically objective criteria
• Self-awareness

8. Case studies: