La resolución de conflictos

Agenda

• Module 1- Understanding Conflict (About Conflict)
  • The Tools of Conflict Resolution
  • Levels of Conflict
    • Group Activity: Levels of Conflict
  • The Tools of Conflict Resolution and Conclusion

   

  Module 2- The Win/Win Approach (Wanting What’s Fair for Everyone)

  • A Model for Understanding Behaviour in Conflict
  • The Principles of a Win/Win Approach
  • When Win/Win Seems Impossible and Conclusion
    • Group Activity: When Win/Win Seems Impossible

   

  Module 3- Creative Response (Ah, Conflict! What an Opportunity!)

  • Exploring Our Responses to Conflict: React or Respond
  • Two Models for Approaching Conflict: Perfection and Discovery
  • Looking for the Positive in Conflict
    • Group Activity:  Creating Positive Statements About Conflict
  • An Action Program for Developing More Creative Responses to Conflict
    • Group Activity: A More Creative Response to a Conflict

   

  Module 4- Empathy (Understanding and Valuing Individual Differences)

  • Exploring the Meaning of Empathy and Differences
  • Beware- Body Language is Powerful
  • Active Listening to Gain Information
  • Asking Questions
    • Group Activity:  Practice on Constructing Open Questions
  • Listening to Give Affirmation
    • Group Activity: Identifying Feelings and Responding
  • Listening When Under Verbal Attack
  • Reflection on Listening and Conclusion

   

  Module 5- Appropriate Assertiveness (Saying How it is from My Side)  

  • Distinguishing between Aggressive, Passive and Assertive Behaviour
    • Group Activity: React or Respond
  • Understanding our Responses to Conflict
    • Group Activity: Creating A Bill of Assertive Rights
  • After an “I” Statement: Where to Next?
    • Group Activity: Experiencing the Difference Between Aggressive and Assertive Styles

   

  Module 6- Managing Emotions (Don’t indulge! Don’t deny! Create richer relationships!)

  • Expressing and Managing Our Emotions
  • Handling Difficult Emotions in Others and Conclusion
    • Group Activity: Handling Difficult Emotions in Others

   

  Module 7- Willingness to Resolve (Unlocking Our Part of the Problem)

  • Exploring Our Unwillingness to Resolve
  • Projection and Perception
  • Resentment and Acknowledgement
  • Forgiveness
  • Managing Unwillingness to Resolve in Others and Conclusion
    • Group activity: Managing Unwillingness to Resolve in Others

   

  Module 8: Designing Options (New Choices for Better Solutions)

  • Steps in Selecting Options
  • Acting on the Chosen Option

   

  Module 9: Negotiation (Creating Suitable Environments for Working Together Towards Resolution)

  • Exploring the Concept of Negotiation
  • The Phases and Skills of a Negotiation
  • Responding to Resistance from Others
  • Opening a Negotiation

   

  Activity: Case Study in Conflict (The New Manager)

  Conclusion