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:
- Training slides – 01 Ms powerpoint file – 43 slides
- Trainer guide document – 03 Ms word files- 29 pages
- Training activities guide document – 01 Ms word file – 14 activities
- Training worksheets for learners –05 Ms word & excel files – 05 worksheets
- 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