An Introduction to Conflict Resolution

What is Conflict?

What is Conflict Resolution?

Understanding the Conflict Resolution Process

Conflict Resolution Styles with the Thomas-Kilmann Instrument

Collaborating

Competing

Compromising

Accommodating

Avoiding

Creating an Effective Atmosphere

Neutralizing Emotions

Setting Ground Rules

Choosing the Time and Place

Creating a Mutual Understanding

What Do I Want?

What Do They Want?

What Do We Want?

Focusing on Individual and Shared Needs

Finding Common Ground

Building Positive Energy and Goodwill

Strengthening Your Partnership

Getting to the Root Cause

Examining Root Causes

Creating a Cause and Effect Diagram

The Importance of Forgiveness

Identifying the Benefits of Resolution

Generating Options

Generate, Don’t Evaluate

Creating Mutual Gain Options and Multiple Option Solutions

Digging Deeper into Your Options

Building a Solution

Creating Criteria

Creating a Shortlist

Choosing a Solution

Building a Plan

The Short Version of the Process

Evaluating the Situation

Choosing Your Steps

Creating an Action Plan

Using Individual Process Steps

Additional Tools

Stress and Anger Management Techniques

The Agreement Frame

Asking Open Questions