Conflict Resolution Training Course

Learning how to manage and resolve conflict is a key skill for anyone who works in a team, communicates directly with customers or has a supervisory or managerial role. Resolving interpersonal conflict can be very empowering and should be a part of everyone's professional development goals.

This Conflict Resolution Course by PD Training provides techniques for individuals in an organisation to resolve workplace conflict and to build a common understanding and framework for working through challenging situations. The course was designed, after much research, to focus on the Win-Win Approach using the three critical skills of conflict resolution; Negotiation, Assertiveness and Persuasion.

These skills will enable the course participants to develop conflict resolution strategies for quickly and effectively recognising, resolving and preventing conflicts with others.  Learn key skills like how to compromise and negotiate, finding the root cause of the issue, the importance of forgiveness, anger management strategies and de-escalating challenging situations.

Attend a 1-day Conflict Resolution Training Class, or have one of our professional trainers come to your workplace in Brisbane, Sydney, Parramatta, Melbourne, Canberra, Adelaide or Perth.

Learning Outcomes

In this course participants will learn how to:

• Gain a thorough understanding of the sources, causes and types of conflict
• Master all six phases of the conflict resolution process
• Understand the five main approaches to conflict resolution
• Learn to apply conflict resolution approaches 
• Learn how to use parts of the conflict resolution process to recognise and prevent conflict before it escalates
• Develop communication tools such as agreement frames and open questions
• Learn practical anger and stress management techniques

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  Course Outline 

  
  

  Conflict Resolution Training Course - Lesson 1 
  Getting Started 
  

  
  
  • Pre-Assignment Review
  
  
  • Workshop Objectives
  
  

  Conflict Resolution Training Course - Lesson 2 
  Conflict Resolution Explained 
  

  
  
  • Conflict Defined
  
  
  • Conflict Resolution Defined
  
  
  • Review the Conflict Resolution Process
  
  

  Conflict Resolution Training Course - Lesson 3 
  Conflict Resolution using the Thomas-Kilmann Instrument 
  

  
  
  • Collaboration
  
  
  • Competition
  
  
  • Compromise
  
  
  • Accommodating
  
  
  • Avoidance
  
  

  Conflict Resolution Training Course - Lesson 4 
  Create a Neutral Atmosphere 
  

  
  
  • Create Neutral Emotions
  
  
  • Setting Limitations
  
  
  • Choose the Right Place and Time
  
  

  Conflict Resolution Training Course - Lesson 5 
  Finding Mutual Requirements 
  

  
  
  • What I Need
  
  
  • What They Need
  
  
  • What We Need
  
  

  Conflict Resolution Training Course - Lesson 6 
  Identifying Individual Needs 
  

  
  
  • What They Need (Expanded)
  
  
  • Creating a Positive Path
  
  
  • Creating a Strong Relationship
  
  

  Conflict Resolution Training Course - Lesson 7 
  Identify the Real Issue 
  

  
  
  • Examine the Root of the Problem
  
  
  • Design the Cause vs Effect Diagram
  
  
  • Forgiving is Essential
  
  
  • Discuss the Resolution Benefits
  
  

  Conflict Resolution Training Course - Lesson 8 
  Creating Multiple Options 
  

  
  
  • Creation vs Evaluation
  
  
  • Identifying Options for Mutual Gain
  
  
  • Further Options to Consider
  
  

  Conflict Resolution Training Course - Lesson 9 
  Finding the Best Solution 
  

  
  
  • List Solution Criteria
  
  
  • Short Listing Options
  
  
  • Comparing Solutions
  
  
  • Planning the Solution
  
  

  Conflict Resolution Training Course - Lesson 10 
  Evaluate and Take Action 
  

  
  
  • Evaluating the Current Situation
  
  
  • Choosing Appropriate Actions
  
  
  • Design an Effective Process
  
  
  • Implement the Action Plan
  
  

  Conflict Resolution Training Course - Lesson 11 
  Additional Resources 
  

  
  
  • Stress Management Techniques
  
  
  • Anger Management Techniques
  
  
  • The Agreement Frame Explained
  
  
  • Open-Ended Questioning