Resolving Conflict: DESCRIPTION

The core of Resolving Conflict is a comprehensive six-phase process for principled conflict management:

Figure 1. The Six-Phase Process

1. PLANNING
Participants learn to first prepare for any meeting in which they may need to resolve a conflict. Planning can be analytical, intuitive, and/or consultative, and continues in parallel with the rest of the phases.

2. FOUNDATION
The Foundation Phase starts conflict resolution dialogues on a productive footing. It establishes a climate of mutual trust between the parties and sets the ground rules by which they will pursue lasting agreements together.

3. POSITIONING
In the Positioning Phase all parties state their positions and, just as important, take the time to fully hear the positions of the others. They also clarify the issues by paraphrasing for understanding.

4. DISCOVERY
The Discovery Phase is dedicated to understanding motivations. What drives each party to fight for his or her position? Discovery opens the way to creative solutions that transcend the starting positions of the parties by addressing the deeper drives behind them.

5. AGREEMENT
In the Agreement Phase, the parties work to translate their enhanced understanding of each others' positions and drives into a mutually agreeable solution that will stand the test of time. The agreement is put into writing to enhance communication.

6. IMPLEMENTATION
The Implementation Phase ensures that the agreement can be effectively put into practice. The parties work together to identify potential obstacles to implementing their agreement, define tasks associated with implementation, assign responsibilities, and agree to an implementation schedule.

How is the program structured?

Resolving Conflict makes participants aware of their own conflict management styles, moves briskly through key conflict resolution concepts, then provides ample practice and thorough preparation for on-the-job application.

SELF-ASSESSMENT: Prior to the program, participants collect data from associates via a 360-degree feedback instrument. This data is used in conjunction with taped simulation and in-program feedback to clearly identify which phases of conflict management each participant tends to use, as well as to highlight their personal opportunities to become more effective.

THE NATURE OF CONFLICTS: Participants engage in an exercise to experience conflict, identify distinct conflict management styles, and consider the pros and cons of each. They also discuss power, trust, and the importance of the relationship.

INTRODUCTION TO THE PHASES: Participants explore the importance of seeing conflict as a process to be managed, and are introduced to the six phases of principled conflict management.

EXPERIMENTING WITH STRATEGIES: Participants learn specific strategies to use when dealing with cooperative, competitive, or adversarial people. They then try out strategies in practice sessions.

CREATING A PLAN: Participants practice using a Planning Guide and draw a road map for moving through the six phases, principled conflict management.

MANAGING THE PROCESS: Participants move through the six phases, developing the skills they need to resolve conflicts while maintaining important relationships.

PREPARING FOR APPLICATION: Last and most important, participants engage in detailed preparations for applying what they have learned to effectively resolve real-life conflicts. They complete a Planning Guide, engage in tailored simulations, and receive intensive feedback from peers and training staff.

How is the program delivered?

Resolving Conflict can be conducted internally using certified trainers. Client organizations may also choose to conduct the program using internal facilitators trained and certified by our firm. Open enrollment sessions are also available.

Resolving Conflict is easily tailored. Your account manager will work with you to design a delivery schedule that best suits your needs.

View the RC Course Agenda