This course introduces collaborative approaches to resolving conflict, as well as interest-based problem solving. You will explore methods of conflict resolution and identify which approaches are appropriate in various situations. Practice opportunities are built into the course to enable you to develop your understanding and skills in communication and intervention techniques common to both mediation and negotiation. A special focus of this course is learning the ‘secrets’ of keeping the discussions productive and avoiding impasses that could stall or end the process.
At the completion of this course students will be able to:
- Appreciate the advantages of collaborative conflict resolution compared to rights based and power based approaches
- Analyze their current conflict handling habits, recognize the five conflict handling modes and choose the mode to fit the situation, using the Thomas Kilmann Conflict Handling Mode Instrument. This includes understanding that Collaboration is not appropriate in every situation.
- Improve results and relationships by applying an interest-based approach to conflict, including articulating their own interests and drawing out others’ interests through questioning skills.
- Appreciate the importance of satisfying others’ procedural and psychological interests to achieve engagement in discussions and acceptance of outcomes
- Use the Circle of Conflict analysis tool to minimize frustration and wasted effort so that they can focus their time, attention and the discussion on segments of the Circle that yield results
- Draw out the best in others in conflict situations:
- by learning to shift their own perspectives on the conflict or the other person so as to enhance their non-verbal-communication
- by listening actively, so as to cool others’ emotion and enhance others’ receptiveness to their point of view
- by using assertiveness skills so as to create a positive or neutral response to their input
- Apply the skills and concepts learned in this course to a conflict in their own life
This is an interactive course, which includes lectures, group exercises, role-play and discussion.
To complete this course, active participation is required and participants must attend 100% of this course.
This course contains similar content to LEAD6253 The Leader's Role in Resolving Conflict.