Course outline for
Conflict Resolution: Getting Along In The Workplace

How to Use This Guide

Session One: Course Overview

Session Two: Defining Conflict

What is Conflict?

Positives and Negatives

Session Three: Types of Conflict

Session Four: Open Conflict vs. Hidden Conflict

Session Five: Spontaneous and Reflective Behavior

Session Six: The Johari Window

Understanding the Johari Window

My Window

Case Study: Spontaneous and Reflective Behaviors

Session Seven: Stages of Conflict

The Five Stages of Conflict

Another Version of the Conflict Process

Conflict Outcomes

Strategies for Dealing with Conflict

Session Eight: Creating the Win/Win

Session Nine: Conflict Resolution Style Questionnaire

The Questionnaire

Scoring

The Conflict Grid

Pros and Cons

Session Ten: The Role of Communication in Conflict Resolution

The Communication Chain

Other Barriers

Establishing Positive Intent

Session Eleven: Active Listening Skills

Session Twelve: Paraphrasing Skills

What is Paraphrasing?

Making Connections

Session Thirteen: Powerful Questions

Asking Questions

Probing Techniques

Session Fourteen: Body Language

Session Fifteen: Pre-Assignment Review

Session Sixteen: The Conflict/Opportunity Test

The Conflict/Opportunity Test

Skills Test

Session Seventeen: Conflict and Its Resolution

Visualizing Conflict

A Strategy for Conflict Resolution

Session Eighteen: Helping Others Through Conflict

Preparing for Conflict

Conflict Resolution with Facilitation

Setting Norms

Coaching Through Conflict

Managing Your Emotions

Recommended Reading List

Post-Course Assessment

Pre- and Post-Assessment Answer Keys

Personal Action Plan