Corporate Training Materials
Module One: Getting Started
• Wherever two or more people come together, there is bound to be conflict. • This course will give participants a sixstep 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.
Where all think alike, no one thinks very much. Walter Lippmann
• • • • Conflict is always negative. Conflict is always violent. Conflict is inevitable. Anyone can experience conflict.
• • • • • Understand what conflict and conflict resolution mean Understand all 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 • Be able to use anger & stress management techniques
Module Two: An Introduction to Conflict Resolution
• People often assume that conflict is always negative. This is not true! • People are inherently different, and conflict simply happens when those differences come to light. • With a conflict resolution process, people can explore and understand those differences, and use them to interact in a more positive, productive way.
Great ideas often receive violent opposition from mediocre minds. Albert Einstein
What is Conflict? (I)
• The Random House Dictionary defines conflict as, “to come into collision or disagreement; be contradictory, at variance, or in opposition; clash.” • Remember, everyone experiences conflict – it’s how you deal with it that matters.
What is Conflict? (II)
• Conflict can also be healthy.
– Two companies vie for the top market share of a particular product – Several sales teams work to get first place – Six hockey teams work towards winning a championship
What is Conflict Resolution?
• The term “conflict resolution” simply means how you solve conflicts. • Common conflict resolution terms include: – Mediation – Mediator – Dispute – Apparent Conflict – Hidden Conflict
Understanding the Conflict Resolution Process
• Conflict can come in many forms, and our process will help you in any situation. • On the next slide, you can find a brief overview of how we are going to spend most of this workshop.
Create an Effective Atmosphere
• Neutralize Emotions • Set Ground Rules • Set the Time and Place
Create a Mutual Understanding
• Identify Needs for Me, Them, and Us
Focus on Individual and Shared Needs
• Find Common Ground • Build Positive Energy and Goodwill • Strengthen the Partnership
Get to the Root Cause
• Examine Root Causes • Create a Fishbone Diagram (for complex issues) • Identify Opportunities for Forgiveness • Identify the Benefits of Resolution
• Generate, Don't Evaluate • Create Mutual Gain Options and Multiple Option Solutions • Dig Deeper into the Options
Build a Solution
• Create Criteria • Create the Shortlist • Choose a Solution • Build a Plan
Module Three: Conflict Resolution Styles with TKI
• There are five widely accepted styles of resolving conflicts. • These were originally developed by Kenneth Thomas and Ralph Kilmann in the 1970’s. • We have even designed our conflict resolution process so that it can be used in conjunction with these styles. • Understanding all five styles and knowing when to use them is an important part of successful conflict resolution.
Pick battles big enough to matter, small enough to win. Jonathan Kozol
• This style is appropriate when:
– The situation is not urgent – An important decision needs to be made – The conflict involves a large number of people, or people across different teams – Previous conflict resolution attempts have failed
• This style is not appropriate when: