Conflict Analysis And Resolution Strategies Training

Objectives:
• Define conflict and its key components.
• Identify personal conflict styles using the Thomas-Kilmann model.
• Understand the conflict lifecycle and escalation patterns.
• Recognize the role of perception and emotion in conflict.

Topics:
• What is conflict? Myths and realities.
• Sources of conflict: structural, personal, and cultural.
• The Thomas-Kilmann conflict mode instrument.
• Conflict escalation: from disagreement to crisis.
• The role of perception and cognitive biases.
• Emotional intelligence and self-awareness in conflict.

Objectives:
• Apply the Circle of Conflict model to analyse conflicts.
• Use the Conflict Triangle (ABC) to differentiate attitudes, behaviours, and contradictions.
• Conduct a stakeholder analysis for conflict situations.
• Map the root causes and triggers of conflict.

Topics:
• Circle of Conflict: values, relationships, data, interests, structure.
• The ABC Triangle: attitude, behaviour, contradiction.
• Stakeholder mapping: positions, interests, and needs.
• Root cause analysis: tools and techniques.
• Distinguishing symptoms from underlying issues.
• Practical case study: analysing a workplace conflict.

Objectives:
• Demonstrate active listening and paraphrasing techniques.
• Use “I” statements to express feelings and needs.
• Apply non-verbal communication awareness.
• Manage difficult conversations with empathy.

Topics:
• Active listening: attending, paraphrasing, summarising.
• Assertive communication vs. aggressive or passive.
• “I” statements: structure and practice.
• Non-verbal cues: body language, tone, and space.
• Empathy and validation in conflict.
• Handling defensiveness and emotional triggers.
• Role-play: a difficult conversation.

Objectives:
• Distinguish between positional and interest-based negotiation.
• Apply the BATNA concept in negotiation planning.
• Use principled negotiation techniques from the Harvard model.
• Develop win-win outcomes through creative options.

Topics:
• Positions vs. interests: getting to the real needs.
• BATNA, WATNA, and reservation points.
• The Harvard principled negotiation: people, interests, options, criteria.
• Generating options for mutual gain.
• Negotiation tactics and ethical boundaries.
• Simulation: negotiating a resource allocation conflict.

Objectives:
• Describe the role and ethics of a mediator.
• Outline the stages of a mediation process.
• Facilitate a mediation session effectively.
• Handle power imbalances and impasse in mediation.

Topics:
• Mediation principles: neutrality, confidentiality, voluntariness.
• The mediation process: opening, exploration, negotiation, agreement.
• Caucusing and joint sessions.
• Dealing with power imbalances.
• Overcoming impasse: reframing and reality testing.
• Practice: co-mediating a workplace dispute.

Objectives:
• Identify emotional triggers and stress responses in conflict.
• Apply de-escalation techniques to calm intense situations.
• Use self-regulation strategies to maintain composure.
• Support others in managing their emotions.

Topics:
• The neuroscience of conflict: fight, flight, freeze.
• Emotional triggers: recognising and managing them.
• De-escalation techniques: tone, pacing, and validation.
• Stress management: breathing, grounding, and reframing.
• Building resilience for ongoing conflict.
• Practice: de-escalating a heated exchange.

Objectives:
• Recognise how culture influences conflict styles.
• Adapt communication and resolution strategies to diverse contexts.
• Address cross-cultural misunderstandings.
• Promote inclusivity in conflict resolution processes.

Topics:
• Cultural dimensions: individualism vs. collectivism, power distance.
• High-context vs. low-context communication.
• Stereotypes, prejudice, and microaggressions.
• Culturally sensitive mediation and negotiation.
• Case study: conflict in a multicultural team.
• Strategies for inclusive dialogue.

Objectives:
• Diagnose common sources of team conflict.
• Apply team conflict resolution models.
• Facilitate team interventions for improved collaboration.
• Build a conflict-resilient team culture.

Topics:
• Types of team conflict: task, process, relationship.
• Tuckman’s stages and conflict emergence.
• The GRPI model: goals, roles, processes, interpersonal.
• Team interventions: facilitated dialogue and team building.
• Creating psychological safety.
• Role-play: addressing a team conflict.

Objectives:
• Design a conflict resolution system for an organisation.
• Evaluate existing grievance and dispute resolution policies.
• Integrate restorative practices into organisational processes.
• Promote a culture of constructive conflict.

Topics:
• Conflict resolution system design: prevention, management, resolution.
• Grievance procedures and alternative dispute resolution.
• Restorative justice principles: repair, accountability, reintegration.
• Ombuds and peer mediation programmes.
• Policy review and recommendations.
• Case study: implementing a conflict resolution system.

Objectives:
• Analyse complex, multi-party conflicts using advanced models.
• Design tailored intervention strategies for intractable conflicts.
• Evaluate the effectiveness of different resolution approaches.
• Apply systems thinking to conflict dynamics.

Topics:
• Multi-party conflict analysis: mapping stakeholders and alliances.
• Intractable conflicts: characteristics and approaches.
• Conflict transformation vs. resolution.
• Systems thinking: feedback loops and unintended consequences.
• Designing intervention strategies: timing and sequencing.
• Simulation: a multi-stakeholder environmental dispute.

Objectives:
• Synthesise all course concepts into a comprehensive conflict resolution plan.
• Present the plan to peers for feedback.
• Defend the analysis and proposed interventions.
• Revise the plan based on feedback.

Topics:
• Project brief: analyse a real or simulated conflict.
• Developing the plan: analysis, intervention, implementation.
• Presentation skills for professional reporting.
• Peer review and constructive feedback.
• Revising and finalising the plan.
• Individual coaching and Q&A.

Objectives:
• Demonstrate competency through a final assessment.
• Create a personal action plan for applying skills post-course.
• Reflect on learning and identify areas for growth.
• Commit to ongoing professional development.

Topics:
• Final assessment: written test and practical demonstration.
• Personal action planning: setting SMART goals.
• Resources for continued learning: books, networks, courses.
• Group reflection and sharing insights.
• Course evaluation and certification.
• Closing ceremony.