Conflict Resolution Fundamentals

Improve your relationships with your coworkers, clients, and managers and find your way through conflict back to cooperation. In this course, negotiation consultant Lisa Gates shares the secrets of effective conflict resolution and reveals simple, repeatable techniques that apply in most business situations. She’ll present a six-step framework for exploring and navigating conflict resolution, including identifying the issue, separating the people from the problem, overcoming roadblocks to resolution, exploring cultural differences, and getting to agreement.

Topics include:

• Understanding how conflicts arise
• Navigating cognitive bias
• Exploring the principles of influence
• Building trust
• Reframing the argument
• Brainstorming solutions
• Working with difficult people

Table of content

• Introduction
  • Welcome
  • Using the exercise files
• Anatomy of Conflict
  • Understanding conflict: Name, blame, claim
  • Conflict response styles
  • Contentious tactics
  • Cognitive bias
  • Principles of influence
• Resolution Roadmap: The Six Steps
  • The resolution roadmap
  • Step one: Identifying the issues
  • Step two: Building trust
  • Step three: Asking diagnostic questions
  • Step four: Reframing strategies
  • Step five: Brainstorming
  • Step six: Getting to agreement
• Roadblocks to Resolutions
  • Working with difficult people
  • Jack and Heather resolution
• Conclusion
  • Next steps

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