Conflict Resolution
LevelAll levels
ContentText / video
Study time3-4 hours


Wherever two or more people come together, there is bound to be conflict. This course will give you a seven-step conflict resolution process that you can use and modify to resolve conflict disputes of any size. You will also be provided a set of skills in solution building and finding common ground.

In the Conflict Resolution course, you will learn crucial conflict management skills, including dealing with anger and using the Agreement Frame. Dealing with conflict is important for every organization no matter what the size. If it is left unchecked or not resolved it can lead to lost production, absences, attrition, and even law suits.

Course Objectives

  • Understand what conflict and conflict resolution mean
  • Understand all six 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, such as the agreement frame and open questions
  • Be able to use basic anger and stress management techniques


Module One: Getting Started

Course Objectives

Module Two: An Introduction to Conflict Resolution

What is Conflict?
What is Conflict Resolution?
Understanding the Conflict Resolution Process
Case Study
Module Two: Review Questions

Module Three: Conflict Resolution Styles with the Thomas-Kilmann Instrument

Case Study
Module Three: Review Questions

Module Four: Creating an Effective Atmosphere

Neutralizing Emotions
Setting Ground Rules
Choosing the Time and Place
Case Study
Module Four: Review Questions

Module Five: Creating a Mutual Understanding

What Do I Want?
What Do They Want?
What Do We Want?
Case Study
Module Five: Review Questions

Module Six: Focusing on Individual and Shared Needs

Finding Common Ground
Building Positive Energy and Goodwill
Strengthening Your Partnership
Case Study
Module Six: Review Questions

Module Seven: Getting to the Root Cause

Examining Root Causes
Creating a Cause and Effect Diagram
The Importance of Forgiveness
Identifying the Benefits of Resolution
Case Study
Module Seven: Review Questions

Module Eight: Generating Options

Generate, Don’t Evaluate
Creating Mutual Gain Options and Multiple Option Solutions
Digging Deeper into Your Options
Case Study
Module Eight: Review Questions

Module Nine: Building a Solution

Creating Criteria
Creating a Shortlist
Choosing a Solution
Building a Plan
Case Study
Module Nine: Review Questions

Module Ten: The Short Version of the Process

Evaluating the Situation
Choosing Your Steps
Creating an Action Plan
Using Individual Process Steps
Case Study
Module Ten: Review Questions

Module Eleven: Additional Tools

Stress and Anger Management Techniques
The Agreement Frame
Asking Open Questions
Case Study
Module Eleven: Review Questions
Wrapping Up

Contact information

Thank you

We will contact you as soon as possible to confirm and set the date and time.

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