Session One: Course Overview

Session Two: Defining Conflict

• What is Conflict?
• Positives and Negatives

Session Three: Types of Conflict

Session Four: Open Conflict vs. Hidden Conflict

Session Five: Spontaneous and Reflective Behavior

Session Six: The Johari Window

• Understanding the Johari Window
• My Window
• Case Study: Spontaneous and Reflective Behaviors

Session Seven: Stages of Conflict

• The Five Stages of Conflict
• Another Version of the Conflict Process
• Conflict Outcomes
• Strategies for Dealing with Conflict

Session Eight: Creating the Win/Win

Session Nine: Conflict Resolution Style Questionnaire

• The Questionnaire
• Scoring
• The Conflict Grid
• Pros and Cons

Session Ten: The Role of Communication in Conflict Resolution

• The Communication Chain
• Other Barriers
• Establishing Positive Intent

Session Eleven: Active Listening Skills

Session Twelve: Paraphrasing Skills

• What is Paraphrasing?
• Making Connections

Session Thirteen: Powerful Questions

• Asking Questions
• Probing Techniques

Session Fourteen: Body Language

Session Fifteen: Pre-Assignment Review

Session Sixteen: The Conflict/Opportunity Test

• The Conflict/Opportunity Test
• Skills Test

Session Seventeen: Conflict and Its Resolution

• Visualizing Conflict
• A Strategy for Conflict Resolution

Session Eighteen: Helping Others Through Conflict

• Preparing for Conflict
• Conflict Resolution with Facilitation
• Setting Norms
• Coaching Through Conflict
• Managing Your Emotions
• Recommended Reading List
• Post-Course Assessment
• Pre- and Post-Assessment Answer Keys
• Personal Action Plan