Resolving Conflict® Program: Details

 

Program Process

 

Resolving Conflict, from Situation Management Systems, Inc., makes participants aware of their own conflict management styles, moves briskly through key conflict resolution concepts, then provides ample practice and thorough preparation for on-the-job application.

 

SELF-ASSESSMENT: Prior to the program, participants collect data from associates via a 360-degree feedback instrument. This data is used in conjunction with taped simulation and in-program feedback to clearly identify which phases of conflict management each participant tends to use, as well as to highlight their personal opportunities to become more effective.

 

THE NATURE OF CONFLICTS: Participants engage in an exercise to experience conflict, identify distinct conflict management styles, and consider the pros and cons of each. They also discuss power, trust, and the importance of the relationship.

 

INTRODUCTION TO THE PHASES: Participants explore the importance of seeing conflict as a process to be managed, and are introduced to the six phases of principled conflict management.

 

EXPERIMENTING WITH STRATEGIES: Participants learn specific strategies to use when dealing with cooperative, competitive, or adversarial people. They then try out strategies in practice sessions.

 

CREATING A PLAN: Participants practice using a Planning Guide and draw a road map for moving through the six phases, principled conflict management.

 

MANAGING THE PROCESS: Participants move through the six phases, developing the skills they need to resolve conflicts while maintaining important relationships.

 

PREPARING FOR APPLICATION: Last and most important, participants engage in detailed preparations for applying what they have learned to effectively resolve real-life conflicts. They complete a Planning Guide, engage in tailored simulations, and receive intensive feedback from peers and training staff.

 

 

A Typical Three-day Agenda (One and Two-day Versions Available)

 

Pre-Program Assignment

In order to prepare for the program, participants fill out a questionnaire on themselves and collect data from work associates on their use of various conflict resolution styles and strategies. They identify and evaluate one to two successful conflict resolution meetings and one to two unsuccessful conflict resolution meetings. They also identify one to two conflict resolution meetings that will be occurring in the near future, which they use for practice during the program.


Day One


8:00 am | Program Introduction
We clarify Program objectives, define positive power and influence, and explain Program activities and procedures.

 

9:00 am | Win As Much As You Can
Participants engage in an exercise that provides them with an opportunity to experience many common reactions to conflict.
Small Group Exercise

 

9:45 am | Winning and Losing/Competition vs. Collaboration

Participants discuss the benefits and costs of winning and losing and the concept of competition vs. collaboration.
Large Group Debrief, Individual Work

 

10:15 am | Break

10:30 am | Understanding Strategies

Participants explore cooperative, competitive, and adversarial strategies.
Lecture, Individual Work, Pre-work Strategies Feedback

11:30 am |  Power, Trust, Relationship

Participants gain an understanding of how power and trust impact their relationships and the importance of the relationships themselves.
Lecture and Discussion

12:00 pm | Lunch

12:45 pm | Principled Conflict Resolution Phases

Participants are introduced to the phases of Principled Conflict Resolution and the wants, drives and tactics associated with them.
Lecture and Discussion

1:15 pm | New Truck Exercise
Participants engage in a meeting, videotaped for later review that is designed to deepen their understanding of the Phases of Conflict Resolution.
Individual Work, Small Group Role-Plays

2:30 pm | Break

 

2:45 pm | Tape Review: New Truck Exercise
Participants are taught how to analyze the videotapes from the previous exercise to give and receive feedback on their use of the Conflict Resolution styles and strategies.
Lecture, Discussion, Video Tape Analysis

4:15 pm | Day One Review
Participants review insights and measure progress.
Large Group Debrief

4:35 pm | Day One Review/Evening Assignment
Participants complete the ISQ worksheets and a variety of background readings.

4:30 pm | End of Day One

Day Two

 

8:00 am | Preview Day Two
Participants clarify direction and review the agenda.
Large Group Discussion

 

8:15 am | Conflict Profile Feedback

Participants review their feedback to identify their strengths and developmental needs and set learning goals.
Lecture, Individual Work, Pair Discussions

 

9:00 am | Listening Exercise

Participants engage in an exercise designed to help them understand how active listening is critical to success in resolving conflict.
Demonstration and Practice

 

9:45 am | Break


10:00 am | Principled Conflict Resolution Phases
Participants further deepen their understanding of the phases and learn how to use them in response to competitive and adversarial behavior.
Lecture, Discussion, Small Group Exercise

 

11:00 am | Downsizing Task Force Exercise: Preparation
Participants are introduced to and prepare for the exercise.
Individual Work, Pair Planning


12:00 pm | Lunch

12:45 pm | Downsizing Task Force: Exercise

Participants engage in an exercise, video-taped for later review, that helps them sharpen their conflict resolution skills.
Small Group Role-Plays

 

1:30 pm | Downsizing Task Force: Debrief

Participants discuss the exercise, present reports, and are given instructions for analyzing the video.
Large Group Debrief

 

1:45 pm | Tape Review: Downsizing Task Force Exercise

Participants review tapes to deepen their understanding of the process and their capabilities.
Videotape Analysis

 

2:45 pm | Break

 

3:00 pm | Debrief Tape Review

Participants debrief their tape review insights
Large Group Debrief


3:15 pm | Difficult Conversations
Participants practice how to handle difficult conversations.
Individual Work and Fishbowl Exercise

 

4:30 pm | Day Two Review
Participants review insights and measure progress.
Large Group Debrief

 

5:00 pm | End of Day Two

Day Three

 

8:00 am | Day Three Preview

Participants clarify direction and review the agenda.
Large Group Discussion

 

8:15 am | Joy Toys Exercise: Preparation
Participants are introduced to and prepare for the exercise.
Individual Work

9:00 am | Joy Toys: Exercise
Participants engage in an exercise, video-taped for later review, that helps them sharpen their conflict resolution skills.
Small Group Role-Plays
 

9:30 am | Break

 

9:45 am | Joy Toys: Debrief and Tape Analysis
Participants analyze the videotapes from the previous exercise to deepen their understanding of the process and their capabilities.
Lecture, Discussion, Video Tape Analysis

 

11:00 am | Planning for Application
Participants complete an application plan for their own real-life challenging situation.
Individual Preparation

12:00 pm | Lunch

 

12:45 pm | Dramatize Situation

Participants get clarity about real wants and feelings around their challenging situation.
Small Group Exercise

 

1:15 pm | Dress Rehearsals
Participants are videotaped as they role-play their challenging situations to help sharpen their skills in real situations.

 

3:30 pm | Break

 

3:45 am | Debrief and Evaluations

Participants debrief and offer suggestions and fill out evaluations.
Large Group Debrief

 

3:30 pm | End of Program

 

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