Introductory Conflict Resolution Skills
3-Hour Session
 
You Will Learn:
 
       ▪ How the communication process works; how
         miscommunication may lead to conflict.
       ▪ How to use the five styles of conflict resolution.
       ▪ How to identify the positions and interests of the parties
         involved.
       ▪ How to understand your own responses to conflict.
       ▪ How to use non-blaming language.
       ▪ How to listen with problem-solving in mind.
 
Format:
 
       ▪ Introductions, agenda review, and session goals.
       ▪ The communication process:
              ▪ Perceptions about conflict,
              ▪ The conflict continuum.
       ▪ Five styles of conflict resolution: When each does or does
         not work.
       ▪ Communicating for resolution:
              ▪ Using non-blaming language,
              ▪ Listening skills (listening to understand, not to agree).
       ▪ Analyzing conflict and negotiation skills.
       ▪ Role plays: small group work on applying skills to specific
         situations.
       ▪ Small group debriefing.
       ▪ Developing individual action plans.
       ▪ Wrap-up and evaluation.

929 Covington Ct.   Suite 201  Lansing, MI 48912

Ph: 517.485.2274   Fx: 517.485.1183   resolve@tds.net