Topic 1

Conflict – is it all bad?

• Welcome
• What do we mean by Conflict?
• The Basis of Conflict
• Reflection

Topic 2

Understanding Your Response to Conflict

• The Learning Dimension Profile
• The Thomas-Kilmann Conflict Mode Instrument (TKI)
• Reflection

Topic 3

What makes up conflict?

• From Wince to Scream
• Filters
• Emotions and Conflict
• Reflection

Topic 4

How Managers Can Add to Conflict

• Micromanagement
• Poor Understanding
• Vague Expectations
• Setting Poor Standards
• Reflection

Topic 5

Resolving Conflict Between Others

• Planning and Setting up a Meeting
• Running a Mediation Meeting
• Negotiating a Solution
• Developing an Agreement
• Reflection

Topic 6

When Conflict Involves You

• Conflict Mapping
• Having a Balanced View
• Overcoming Resistance to Meet
• During the Meeting
• Reflection

Topic 7

Implementing Agreements

• Paying Attention
• Follow-up Meetings
• Reflection

Topic 8

Reflections

• Create an Action Plan