Conflict Resolution Training Course

Conflict Resolution Training Course


Event outline

Course Overview

Conflict in human relationships, even good relationships, is inevitable. So learning how to manage conflict is a key skill for anyone who works in a team, interfaces directly with customers or has a supervisory or managerial role in an organisation.

The pd training Conflict Resolution Training Course empowers you with the techniques to identify the source of conflict and teaches you how to manage and resolve it quickly and with professionalism.  Learn skills like how to compromise and negotiate, finding the root cause of the issue, the importance of forgiveness, anger management techniques and de-escalating challenging situations.

Learning Outcomes

  • 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

Course Outline

Lesson 1
Conflict Resolution Explained

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

Lesson 2
Conflict Resolution using the Thomas-Kilmann Instrument

  • Collaboration
  • Competition
  • Compromise
  • Accommodating
  • Avoidance

Lesson 3
Create a Neutral Atmosphere

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

Lesson 4
Finding Mutual Requirements

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

Lesson 5
Identifying Individual Needs

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

Lesson 6
Identify the Real Issue

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

Lesson 7
Creating Multiple Options

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

Lesson 8
Finding the Best Solution

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

Lesson 9
Evaluate and Take Action

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

Lesson 10
Additional Resources

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

Dates & registration

There are no dates listed for this event.

Provider information

pd training is an Australian-owned, international training and professional development and services organisation, with approximately 400 specialist trainers across Australia, delivering thousands of courses each year in our 16 areas of specialty.