Course Outline

Mercer’s Conflict Resolution program will cultivate the skills necessary to build better working and professional relationships, manage workplace differences, and thrive in today’s dynamic business environment. Learn more about program details:

Module Description
Module One Introduction and Understanding Our Perspectives

Recorded 1-Hour Session: (to view prior to Module 1 Virtual Session)

  • Benefits of Enhancing CR Skills
  • Perceptions Needing Changed
  • Understanding Destructive Conflict
  • Conflict Spirals

Live Virtual 1-Hour Session: 6:00 – 7:00 p.m. Thursday

  • Lens Model & Attribution
  • Conflict Management Styles
Module Two Conflict and Communication

Recorded 1-Hour Session: (to view prior to Module 2 Virtual Session)

  • Barriers & High-Risk Responses
  • Reflective Listening
  • Assertion Messages

Live Virtual 1-Hour Session: 6:00 – 7:00 p.m. Thursday

  • Framing & Reframing
Module Three Goals & Interests

Recorded 1-Hour Session: (to view prior to Module 3 Virtual Session)

  • Types of Goals & Their Overlapping Nature

Live Virtual 1-Hour Session: 6:00 – 7:00 p.m. Thursday

  • Goals Over Time
  • Goal Clarity
  • Collaborative Goals
Module Four Power & Emotion

Recorded 1-Hour Session: (to view prior to Module 4 Virtual Session)

  • Power Myths
  • Power/Rights/Interests Triangles
  • Power Currencies

Live Virtual 1-Hour Session: 6:00 – 7:00 p.m. Thursday

  • Forgiveness, Apologies, & Reconciliation
  • Becoming Warriors of the Heart
Module Five Physiology of Fight/Flight/Freeze

Recorded 1-Hour Session: (to view prior to Module 5 Virtual Session)

  • Aggression/Avoidance/Assertiveness

Live Virtual 1-Hour Session: 6:00 – 7:00 p.m. Thursday

  • Characteristics of High Conflict Peple
  • Blamespeak
  • BIFF
  • So, What’s Your Proposal?
Module Six Negotiation

Recorded 1-Hour Session: (to view prior to Module 6 Virtual Session)

  • Terms & Types of Negotiation
  • Principled Negotiation

Live Virtual 1-Hour Session: 6:00 – 7:00 p.m. Thursday

  • Stages of Negotiation
  • Negotiation Tactics & Ethical Criteria
  • Interpersonal Negotiation in the Workplace
Module Seven Mediation

Recorded 1-Hour Session: (to view prior to Module 7 Virtual Session)

  • Benefits of Mediation
  • Steps 1-3

Live Virtual 1-Hour Session: 6:00 – 7:00 p.m. Thursday

  • Steps 4-5
  • Impasse
  • Online Dispute Resolution (ODR)
Module Eight Continuum of ADR Approaches

Recorded 1-Hour Session: (to view prior to Module 8 Virtual Session)

  • Third Party Interventions
  • ADR for One – Conflict Coaching

Live Virtual 1-Hour Session: 6:00 – 7:00 p.m. Thursday

  • Team Conflict Meetings
  • Tailoring Your Approach