Foundations of Conflict Resolution

Conflict is like air. It is all around us and unavoidable. It occurs in organizations, workplaces and relationships. Conflict situations are challenging to deal with, but they don’t have to be confrontational or destructive. Individuals are often unsure of how to approach situations in order to both: resolve the situation effectively and keep the relationship intact.

This course will provide participants with a practical and powerful approach to dealing with conflicts effectively. You will leave with: knowledge, skills, techniques, and an introduction to a world renowned process called “Interest Based Negotiation (IBN)” to deal with any situation.

We begin our journey to creating a better and more respectful existence. Resolution starts with us!

NOTE: Foundations of Conflict Resolution is a required seminar for the Certificate in Managing Conflict and must be completed before starting the electives.

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Program Content

Understanding Conflict

• What are the impacts and costs associated with unresolved conflicts?
• The Escalation patterns, myths and attitudes surrounding conflict

Choices to deal with conflict situations

• The Formal and Informal spectrum
• When to use ADR and when to “have that conversation”!

How people handle conflict situations

• Discovering more about self, others and the workplace

 Communication

• How it works
• How to deal with emotions
• The role of perceptions
• The Communication Wall

 Essential communication skills to resolve conflicts

• Listening
• Questions
• Paraphrasing
• “I Statements”

Practical Skill Application

• Practicing communication skills through exercises, experiential learning, scenarios and case studies
• Interactive opportunities such as pairs and small group discussions
• Identifying which skills are appropriate to deal with each type of challenge

Knowledge, Technique and Strategies

• Shifting from judgement to curiosity
• Examining blame vs contribution theory
• How attitude integrates with the ripple effect
• The ladder of inference
• Intent vs Impact

Process

• How to “process shop” formal and informal mechanisms
• Introduction to Interest-Based Negotiation
• Finding out what is most important to you and others
• Working collaboratively to create win-win outcomes

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What You Will Learn

• About conflict: What it is, how it manifests and impacts people
• About how you and others deal with conflict
• The communication skills most effective in resolving conflicts and how to use them
• How to create better outcomes
• What is Interest-Based Negotiation, and how to use such an approach

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Who Should Attend?

You will benefit from this seminar if you:

• would like to gain insight into improving any work or personal relationship
• are curious about how you may be inadvertently contributing to conflict situations
• are working within an organization in any capacity
• are in a leadership, supervisory, human resource or union position
• would like to review and/or enhance your skills to deal more effectively with conflict
• find some people or situations difficult to work with or deal with