Conflict Resolution

8 hours


UAE, Jordan Online Training


Soft Skills

Welcome to the Conflict Resolution workshop. Wherever two or more people come together, there is bound to be conflict. This course will give participants a six-step process that they can use and modify to resolve conflicts of any size. Participants will also learn crucial conflict resolution skills, including dealing with anger and using the Agreement Frame.

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


  • An Introduction to Conflict Resolution      
    • What is Conflict?
    • What is Conflict Resolution?
    • Understanding the Conflict Resolution 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
    • Module Five: Creating a Mutual Understanding
    • What Do I Want?
    • What Do They Want?
    • What Do We Want?
  • 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
    • The Importance of Forgiveness
    • Identifying the Benefits of Resolution
  • Generating Options   
    • Generate, Don’t Evaluate
    • Creating Mutual Gain Options and Multiple Option Solutions
    • Digging Deeper into Your Options
    • Module Nine: 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

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