How to Resolve Conflicts

Course details

This course provides the tools you need to identify conflict and chart a course to resolution. Instructor TJ Guttormsen introduces the art of de-escalation—how to mutually move from conflict to cooperation and reconciliation. He provides three basic rules to help you navigate conflict, helps you identify underlying causes, and explains how sticking to “I-statements” and avoiding absolutes can help diffuse almost any charged situation. In chapter two, he provides a step-by-step process for conducting a conflict resolution conversation. Follow along for real-world tips, tricks, and techniques to help you become a conflict resolution expert—and make sure to download the free guide in the exercise files to keep on hand for real-world situations.

Concepts

0. Introduction

01 - A few words about the course

1. Fundamental Conflict Resolution Tools

02 - The three rules - Stick to the case, be respectful, don't project
03 - Beware underlying causes - Is the conflict really what you think it is
04 - Create an intent to collaborate - Us against the problem
05 - What to do when you disagree on what the conflict is
06 - How to handle repeating conflicts
07 - I statements and absolutes - The dos and don'ts

2. The Conflict Resolution Process

08 - Personal preparation - Map the conflict and check in with yourself
09 - Put yourself in the other person's shoes
10 - Manage your expectations
11 - Schedule the conversation
12 - Set ground rules
13 - Clarify the conflict to get on the same page
14 - Share your experiences using I statements
15 - Solutions and compromise
16 - The informal contract
17 - Getting help from a third party

Conclusion

18 - Summed up - With downloadable guide or infographic
19 - How to get good at this

How to Resolve Conflicts

Authors

TJ Guttormsen