In this course, you will learn to recognize the warning signs that precede quarrels and
how to mitigate their impact as well as constructive ways to harness the differences
between team members and shift them toward productive, positive outcomes.

WHO SHOULD ATTEND:
Professionals who manage teams and desire to understand what leads to conflict, help
peacefully navigate team members through potentially antagonistic situations,
encourage and empower others to disagree respectfully and productively and
effectively manage disputes between team members.

OBJECTIVES:
• Identify and manage the source of conflict
• Define an effective strategy to deal with conflict
• Implement a process to manage conflict situations
• Build civility in the workplace

JOB ROLES:
• Personal Development
• Leader of Teams/Projects
• Leader of Managers/departments

COURSE OUTLINE:
• An Introduction to Conflict Resolution
o What is Conflict?
o What is Conflict Resolution?
• Understanding the Conflict Resolution Process
• Conflict Resolution with the Thomas-Kilmann Instrument
o Collaborating
o Competing
o Compromising
o Accommodating
o Avoiding
• Creating an Effective Atmosphere
o Neutralizing Emotions
o Setting Ground Rules
o Choosing the Time and Place
• Creating Mutual Understanding
o What do I Want?
o What do They Want? What do We Want?
• Focusing on Individual Needs
o Finding Common Ground
o Building Positive Energy and Goodwill
o Strengthening your Partnership
• Getting to the Root Cause
o Examining Root Cause
o Creating a Cause and Effect Diagram
o The Importance of Forgiveness
o Identifying the Benefits of Resolution
• Generating Options
o Generate, don't evaluate
o Creating Mutual Gain Options and Multiple Options Solutions
o Digging Deeper into your Options

• Building a Solution
o Creating Criteria
o Creating a Shortlist
o Choosing a Solution
o Building a Plan
• The Short Version of the Process
o Evaluating the Situation
o Choosing your Steps
o Creating an action plan
o Using individual process steps
• Additional Tools
o Stress and Anger Management Techniques
o The Agreement Frame
o Asking Open Questions

METHODS OF DELIVERY:
• This is a highly interactive course based on the application of theoretical concepts, soft skills
and functional skills to practical situations that faced by executives and managers. Participants
will work in small groups throughout the course to apply the learning to real issues and sales &
key account management challenges. Practical exercises and case studies will be used
extensively during the course.