MANAGING CONFLICT & HANDLING DIFFICULT PEOPLE

MANAGING CONFLICT & HANDLING DIFFICULT PEOPLE September 16 th – 18 th 20 1 5 – Yogyakarta Training Content Module One: Getting Started Icebreaker Housekeeping Items The Parking Lot Workshop Objectives Module Two: An Introduction to Conflict Resolution What is Conflict? What is Conflict Resolution? Understanding the Conflict Resolution Process Module Three: The Thomas-Kilmann Instrument Collaborating Competing Compromising Accommodating Avoiding Module Four: Creating an Effective Atmosphere Neutralizing Emotions Setting Ground Rules Choosing the Time and Place Module Five: Creating Mutual Understanding What Do I Want? What Do They Want? What Do We Want? Module Six: Focusing on Individual Needs Finding Common Ground Building Positive Energy and Goodwill Strengthening Your Partnership Module Seven: Getting to the Root Cause Examining Root Causes Creating a Cause and Effect Diagram The Impo