1 - Getting Started

• Icebreaker
• Housekeeping Items
• The Parking Lot
• Workshop Objectives

2 - An Introduction to Conflict Resolution

• What is Conflict?
• What is Conflict Resolution?
• Understanding the Conflict Resolution Process

3 - The Thomas-Kilmann Instrument

• Collaborating
• Competing
• Compromising
• Accommodating
• Avoiding

4 - Creating an Effective Atmosphere

• Neutralizing Emotions
• Setting Ground Rules
• Choosing the Time and Place

5 - Creating Mutual Understanding

• What do I Want?
• What Do They Want?
• What Do We Want?

6 - Focusing on Individual Needs

• Finding Common Ground
• Building Positive Energy and Goodwill
• Strengthening Your Partnership

7 - Getting to the Root Cause

• Examining Root Causes
• Creating a Cause and Effect Diagram
• The Importance of Forgiveness
• Identifying the Benefits of Resolution

8 - Generating Options

• Generate, Don't Evaluate
• Creating Mutual Gain Options and Multiple Option Solutions
• Digging Deeper into Your Options

9 - Building a Solution

• Creating Criteria
• Creating a Shortlist
• Choosing a Solution
• Building a Plan

10 - The Short Version of the Process

• Evaluating the Situation
• Choosing Your Steps
• Creating an Action Plan
• Using Individual Process Steps

11 - Additional Tools

• Stress and Anger Management Techniques
• The Agreement Frame
• Asking Open Questions

12 - Wrapping Up

• Words from the Wise
• Review of Parking Lot
• Lessons Learned
• Completion of Action Plans