Constructive Conflict Resolution Course

Module 1: Defining Conflict

• Explore personal beliefs and definitions of conflict
• Distinguish healthy vs. unhealthy conflict
• Identify routine and hidden sources of workplace conflict
• Recognize how biological stress responses influence reactions

Module 2: Using Active Listening Skills

• Assess personal listening style and identify common listening blocks
• Use active listening strategies including paraphrasing and perception checks
• Recognize how tone, nonverbal cues, and filters affect communication

Module 3: Acting Assertively

• Distinguish between passive, aggressive, passive-aggressive, and assertive behaviors
• Practice assertive strategies using DESC scripts and systematic techniques
• Develop confidence to express needs clearly and respectfully

Module 4: Giving Effective Feedback

• Use a four-part feedback model: Micro-Yes, Data Points, Impact Statement, and Question
• Apply practical feedback guidelines to prevent defensiveness
• Understand how tone, timing, and clarity improve conflict conversations

Module 5: Recognizing Conflict Management Styles

• Complete the Thomas-Kilmann Conflict Mode Instrument (TKI)
• Identify personal conflict-handling styles and preferences
• Recognize styles in others and adapt responses appropriately

Module 6: Resolving Structurally Based Conflict

• Identify organizational causes of conflict such as perceptual, value, and role differences
• Analyze structural conflict using real-world work scenarios
• Understand role pressures and status conflicts in teams

Module 7: Understanding the Role of Values in Conflict

• Explore how personal and work-related values influence conflict
• Apply value-awareness in case studies such as ethical dilemmas
• Identify when value clashes can or cannot be resolved

Module 8: Negotiating Win-Win Contracts

• Apply five principles and six phases of the win-win model
• Use tools such as perception sharing, factual anchors, and brainstorming
• Generate and evaluate collaborative solutions through structured negotiation

Module 9: Analyzing Conflict

• Diagnose conflict symptoms, causes, and stakeholder dynamics
• Apply a five-step model: Define, Describe, Analyze, Diagnose, and Prescribe
• Create strategic action plans for resolving real-life workplace conflict