Resolving Conflict through Problem Solving

Overview/Description
 This course gives learners a proven approach they can easily use whenever a conflict situation arises. This is an entire system of skills and techniques, based on detailed studies and proven psychological principles. The skills taught are practical and presented with humor and sympathy. They are adequately complemented with everyday examples that you can easily relate to. Learners will understand how to implement the most important facet of conflict resolution. They will know how to strike the right balance between being firm and being conciliatory. They will learn to resolve conflicts fairly easily, in a way that benefits all concerned and keeps conflict from resurfacing.

Target Audience
 Managers, supervisors, project team leaders and staff personnel who must manage conflict in a positive manner.

Expected Duration
3 hours

Lesson Objectives:

The Basics of Problem Solving

  • recognize the value of problem solving as an important facet of conflict resolution.
  • identify the preconditions of problem-solving in a conflict situation.
  • apply the four steps of problem-solving to resolve a conflict.

    • Getting the Other Party to Problem Solve

  • recognize the value of involving the other party in the problem solving process.
  • identify five different ways to keep composure, while getting the other party to problem solve.
  • identify five possible ways of aligning with the other side, while problem-solving with the other party.
  • identify two ways of being firm but agreeable during negotiations.

    • Communication Skills and Mediation

  • recognize the value of effective communication and mediation skills that facilitate problem solving.
  • apply the ten on-task communication rules for effective problem-solving.
  • identify the strategies employed for mediation to solve problems for others.

    • Course Number: MGMT0223