Tài Liệu Kỹ Năng Giải Quyết Xung Đột – Conflict Resolution Skills Materials

Wherever people come together, conflicts are inevitable, especially in the workplace with high stress of deadlines, personal problems, and career insecurities. This course provides participants steps to resolve conflict. Participants will also learn conflict management skills and how to deal with anger.

COURSE MATERIALS INCLUDE:

1. Training slides – 01 Ms powerpoint file – 43 slides
2. Trainer guide document – 03 Ms word files- 29 pages
3. Training activities guide document – 01 Ms word file – 14 activities
4. Training worksheets for learners –05 Ms word & excel files – 05 worksheets
5. Training games – 05 Ms word files – 05 games

Documents available: English version – Vietnamese version

COURSE CONTENTS

• Icebreaker
• Ground rules
• Workshop objectives

Part 1: Introduction To Conflict Resolution

• What Is Conflict?
• What Is Conflict Resolution?
• Conflict Resolution Process

Part 2: Thomas-Kilmann Conflict Model Instrument – TKI

• Collaborating
• Competing
• Compromising
• Accommodating
• Avoiding

Part 3: Creating An Effective Atmosphere

• Neutralizing Emotions
• Setting Ground Rules
• Choosing The Time And Place
• Creating A Mutual Understanding
• Building Positive Energy And Goodwill
• Strengthening Your Partnership

Part 4: Getting To The Root Cause

• Examining Root Causes
• Creating A Cause And Effect Diagram
• The Importance Of Forgiveness
• Identifying The Benefits Of Resolution

Part 5: Generating Options

• Generating Option Without Evaluation
• Creating Mutual Gain Options And Multiple Option Solutions
• Digging Deeper Into Options

Part 6: Selecting A Solution

• Developing Criteria
• Creating A Shortlist
• Selecting A Solution
• Making A Plan

Part 7: Additional Tools

• Stress And Anger Management Techniques
• The Agreement Frame
• Asking Open Questions

Part 8: Review – Question And Answer

References