Course Highlights

This conflict resolution course will:

  • Equip participants with the knowledge to recognize and understand the complexities of workplace conflicts.
  • Provide a comprehensive exploration of the PEACE model, a structured framework for resolving conflicts effectively.
  • Emphasize the importance of empathy and fairness in approaching conflicts, fostering a collaborative environment.
  • Facilitate exercises and case studies for practical application of skills in defining conflicts and developing resolution strategies.
  • Highlight the value of winning gracefully to maintain positive relationships and a harmonious work environment post-conflict.
  • Offer insights into the impact of cultural differences on conflict resolution, including strategies to manage these challenges.
  • Outline when and how to involve a mediator or arbitrator in the resolution process effectively.

Course Overview

Conflict is inevitable in the workplace, and effectively managing it is crucial for maintaining a harmonious and productive environment. This hands-on workshop delves into essential communication skills and strategies for handling disagreements constructively. Participants will engage in interactive exercises to apply tools for defining problems, selecting appropriate resolution strategies, and navigating the PEACE conflict resolution framework. The program emphasizes respecting and listening to others, appreciating cultural differences, and understanding when external facilitation is necessary for conflict resolution.

Program Objectives

At the program’s conclusion, participants should be able to:

  • Identify their conflict resolution knowledge and opportunities for improvement.
  • Discuss the root causes of workplace conflict.
  • Describe how conflict affects organizations and people.
  • Explain conflict outcomes.
  • Identify roadblocks that can prevent a win-win resolution.
  • Discuss conflict resolution approaches.
  • Work through the PEACE model for resolving disagreements.
  • Identify the types of questions people should ask during the conflict resolution process.
  • Discuss the importance of agreeing to a decision-making approach in advance.
  • Explain the long-term value of winning gracefully.
  • Outline how cultural differences can impact the resolution process.
  • Describe conditions that could cause a conflict resolution to benefit from the help of a mediator or arbitrator.

The following outline highlights some of the course’s key learning points. As part of your training program, we will modify content as needed to meet your business objectives. Upon request, we will provide you with a copy of participant materials prior to the session(s).

Workshop Outline

Why the Waters Get Rough: Factors that Create Workplace Conflict

In this opening discussion, participants will consider a case study and answer questions about conflict. Next, participants will assess their conflict resolution knowledge and identify development opportunities and areas of strength. Following that activity, we will explore the root causes of workplace conflict and the consequences of leaving conflicts unresolved. Additionally, we will discuss the benefits of addressing conflict head-on.

Charting the Course: Steering Toward a Safe Harbor

This course segment explores conflict outcomes and the importance of having a plan. In this segment, we will look at conflict outcomes, approaches to conflict, and the PEACE framework for navigating conflicts and reaching agreements.

Taking the Helm: Tactics for Resolving Disagreements

In this part of the workshop, we will go through the PEACE framework step by step. As we move through the process, participants will have opportunities to engage in several exercises and case studies to build their skills. Areas we will address include conflict definition, listening skills, summarizing skills, note-taking tips, questioning ability, problem-solving tools, and decision-making strategies. 

Different Folks, Different Strokes: Understanding Cultural Variety

People approach conflict and its resolution with various cultural preferences and a host of past experiences. This workshop module highlights the most common sources of misunderstanding and suggests strategies for navigating differences to reach satisfactory agreements.  

When You Run Aground: Help on the Horizon

Sometimes, it is impossible for two parties to reach a resolution independently. At that point, the best option is often to call in a mediator or arbitrator. This final workshop segment looks at what mediators and arbitrators do and when it’s a good idea to use one or both.

By the end of this hands-on conflict resolution training program, participants should understand the resolution process and have tools they can use to reach effective agreements.