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com
 Great ideas often receive violent opposition from
mediocre minds.

Albert Einstein

Module Two: An Introduction to Conflict Resolution

People often assume that conflict is always negative. This is not
true! People are inherently different, and conflict simply
happens when those differences come to light. Viewing conflict
in this way can help us maximize the possible positive outcomes
of the problem at hand. Equipped with a conflict resolution
process, people can explore and understand those differences,
and use them to interact in a more positive, productive way.

What is Conflict?
The Random House Dictionary defines conflict as, “to come into collision or
disagreement; be contradictory, at variance, or in opposition; clash.”

Some examples of conflict can include:

 Two sales representatives are arguing over who gets the latest customer

 A team of employees is upset with their manager over a recent scheduling change

 A group of managers cannot decide who gets the latest project assignment

(Although we are going to focus primarily on workplace conflicts in this workshop, the tools covered can
also be used in personal situations as well.)

Conflict can also be healthy. Think about how conflict will increase motivation and competitiveness in
these scenarios.

 Two companies vie for the top market share of a particular product

 Several sales teams work to get first place

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  Six hockey teams work towards winning a championship

These types of drivers can result in greater success, whether “success” means a better product, better
teamwork, better processes, lower prices, trophies, or medals.

Remember, everyone experiences conflict, but how you deal with it, is what matters.

Estimated Time 15 minutes

Topic Objective To understand what conflict is and how it can be a positive influence.

The Random House Dictionary defines conflict as, “to come into collision or
disagreement; be contradictory, at variance, or in opposition; clash.”
Topic Summary
Conflict can also be healthy and natural (for example, two teams striving for
first place).

Materials Required One or more stuffed toy(s), depending on the size of your group

Ask participants to sit in a circle. Explain that the stuffed toy represents
power to speak. As you toss the toy around the circle, each person must say
something about today’s topic. It can be a word, idea, saying, or short story…
Recommended Activity anything related to conflict or conflict resolution.

Begin by saying a word or idea yourself, and then toss the toy to a
participant.

If the group has more than 20 people, divide participants into smaller groups
Delivery Tips
and provide each group with a stuffed toy.

What is Conflict Resolution?

The term “conflict resolution” simply means how you solve conflicts. Although
there are many processes available, we have developed one process that you
can adapt for any situation. You will even be able to use these tools to prevent
conflict and to help others work through conflict.

Some common conflict resolution terms include:

 Mediation: It is a process to resolve differences, conducted by an impartial third party.

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  Mediator: In impartial person who conducts a process to resolve differences.

 Dispute Resolution: The name given to any process aimed at resolving differences between two
parties.

 Apparent Conflict: A situation where the conflict is in the open.

 Hidden Conflict: A situation where the conflict is not in the open.

Estimated Time 10 minutes

Topic Objective To understand what “conflict resolution” and its related terms mean.

Topic Summary The term “conflict resolution” simply means how you solve conflicts.

 Flip chart paper

Materials Required
 Markers

Planning Checklist Make sure you have plenty of flip chart paper and markers.

Divide participants into groups of four to six. Give each group flip chart paper
and markers. Ask each group to come up with different ways of resolving
conflicts, without judging each method’s appropriateness or effectiveness.
Recommended Activity
After a few minutes, bring the class back together and discuss the various
methods that teams came up with, and to encourage evaluation during the
discussion.

Delivery Tips You can use the teams from the icebreaker if you like.

Understanding the Conflict Resolution Process

Conflict can come in many forms, and our process will help you in any situation.
Below, you can find a brief overview of how we are going to spend most of this
workshop.

Although we have outlined the various conflict resolution phases in a particular

order and with a particular grouping, that doesn’t mean that you have to use all
the phases all the time. Near the end of this workshop, we will look at some of the steps as individual
tools.

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  Create an Effective Atmosphere
• Neutralize Emotions
• Set Ground Rules
• Set the Time and Place

 Create a Mutual Understanding

• Identify Needs for Me, Them, and Us

 Focus on Individual and Shared Needs

• Find Common Ground
• Build Positive Energy and Goodwill
• Strengthen the Partnership

 Get to the Root Cause

• Examine Root Causes
• Create a Fishbone Diagram (for complex issues)
• Identify Opportunities for Forgiveness
• Identify the Benefits of Resolution

 Generate Options
• Generate, Don't Evaluate
• Create Mutual Gain Options and Multiple Option Solutions
• Dig Deeper into the Options

 Build a Solution
• Create Criteria
• Create the Shortlist
• Choose a Solution
• Build a Plan

Estimated Time 15 minutes

To introduce participants to the conflict resolution process that will be the

Topic Objective
basis of this workshop.

Topic Summary Understand the conflict resolution process.

Materials Required  Process diagram below

If you are not using the PowerPoint slides for this course, make sure you pre-
Planning Checklist
draw the process on flip chart.

Recommended Activity Provide participants with a high-level overview of the conflict resolution

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 process that will be discussed throughout the workshop.

Do not get into great detail at this point. This is just an overview so that
Delivery Tips
participants have the big picture before we begin.

Review Questions What is conflict? What is conflict resolution?

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 Create an •Neutralize Emotions
Effective •Set Ground Rules
•Set the Time and Place
Atmosphere

Create a
Mutual •Identify Needs for Me, Them, and Us

Understanding

Focus on •Find Common Ground

Individual and •Build Positive Energy and Goodwill
•Strengthen the Partnership
Shared Needs

•Examine Root Causes

Get to the Root •Create a Fishbone Diagram (for complex issues)
•Identify Opportunities for Forgiveness
Cause •Identify the Benefits of Resolution

Generate •Generate, Don't Evaluate

•Create Mutual Gain Options and Multiple Option Solutions
Options •Dig Deeper into the Options

•Create Criteria
Build a •Create the Shortlist
•Choose a Solution
Solution •Build a Plan

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Practical Illustration
Todd and Jim’s supervisor just announced a schedule change that would put them in a
time crunch. They both had several projects they had to complete, and felt that with the
new schedule, they couldn’t complete everything on time. Their supervisor, Joe, got wind
of their problem and offered to hear them out. Both Todd and Jim harped on the time
constraints. Joe shook his head because clearly they were missing the bigger picture. Joe
opened their eyes to the possibilities of working more efficiently and being more
productive than ever before. Todd and Jim stopped cold. They hadn't considered that option. All in
agreement, they abandoned their problem, happy to have a solution at their fingertips.

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Module Two: Review Questions

1.) People often______________ that conflict is always negative.

a) Assume
b) Wish
c) Hope
d) Like

People often assume that conflict is always negative.

2.) Conflicts happen when _________________ come to light?

a) People
b) Truth
c) Differences
d) Finances

Conflicts happen when differences come to light.

3.) People can explore those differences, if they are equipped with a conflict ___________ process.

a) Idea
b) Email
c) Resolution
d) Revolution

Equipped with a conflict resolution process, people can explore and understand those
differences, and use them to interact in a more positive, productive way.

4.) Differences can be used to ___________ in a more positive way.

a) Interact
b) Connect
c) Dissect
d) Reject

Equipped with a conflict resolution process, people can explore and understand those
differences, and use them to interact in a more positive, productive way.

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 5.) Conflict can be defined as coming into a ___________ or disagreement.

a) Contusion
b) Fruition
c) Collision
d) Division

Conflict can be defined as coming into a collision or disagreement.

6.) Two sales representatives arguing over who gets the latest customer is an example of what?

a) Friendly competition
b) Playful banter
c) Conflict
d) Respect

Some examples of conflict can include: Two sales representatives are arguing over who gets the
latest customer

7.) Conflict can also be ____________.

a) Healthy
b) Happy
c) Hearty
d) Hyperbole

Conflict can also be healthy.

8.) The term conflict resolution simply means how you ___________ conflicts.

a) Enjoy
b) Start
c) Solve
d) Translate

The term “conflict resolution” simply means how you solve conflicts.

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 9.) _____________ is a process to resolve differences, conducted by an impartial third party.

a) Quitting
b) Forfeiting
c) Mediation
d) Motivation

Mediation: It is a process to resolve differences, conducted by an impartial third party.

10.) A situation where the conflict is in the open is an example of _________________.

a) Hidden Conflict
b) Apparent Conflict
c) Dispute Resolution
d) Transcendence

Apparent Conflict: A situation where the conflict is in the open.

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Icebreaker: Team Trinkets
PURPOSE

Conflict resolution can be a difficult topic, so it is important that participants are as comfortable as
possible. This activity will help participants get to know each other while doing a non-conflict laden task.

MATERIALS REQUIRED

 Paper plates

 String

 Single hole punch

 Flip chart or banner paper

 Legal-sized paper (or blank name tents)

 Colored markers

 Craft supplies (scissors, glue, sparkles, yarn, etc.)

ACTIVITY

Ask participants to number off to create groups of six to eight. Their task is to come up with a team
name and slogan, preferably based on something that they all have in common. They should then create
two of the following items:

1. Name cards for each participant

2. Team sign

3. Team hats

4. Team work area

5. Team song

Give participants about ten minutes for this task.

PRESENTATIONS

After all groups have completed the task, ask each group to present their team name, slogan, and items,
and to explain how they arrived at a decision for each. Ask participants if conflicts arose over choices,
and how those conflicts were managed.

Encourage groups to work together throughout the day and strengthen their bond.

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.

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CERTIFICATE OF COMPLETION

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[Name]
Has mastered the course
Conflict Resolution
Awarded this _______ day of ______e____, 20___

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Presenter Name and Title