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
First Session

  • Benefits of Enhancing CR Skills
  • What We Know – the Research
  • Why Managers Don’t Address Conflict

Second Session

  • Triggers and Physiological Responses
  • Perspectives
  • Conflict Styles
Module Two Conflict and Communication

First Session

  • Reflective Listening
  • Assertion Messages
  • Reframing

Second Session

  • Organizational Culture
  • Team Dynamics
  • Conflict Behaviors
Module Three Power/Emotion and High-Conflict People
First Session

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

Second Session

  • Attributions and Cognitive Dissonance
  • Feelings and How to Deal Effectively with Them
  • Becoming Warriors of the Heart
Module Four High Conflict People
First Session

  • Characteristics of High-Conflict People
  • Blamespeak

Second Session

  • BIFF
  • So What’s Your Proposal?
Module Five Negotiation
First Session

  • Goals and Interests
  • Principled Negotiation
  • Stages of Negotiation

Second Session

  • Negotiation Tactics and Ethical Criteria
  • Interpersonal Negotiation in the Workplace
Module Six Continuum of ADR Approaches
First Session

  • The Continuum
  • ADR for One – Conflict Coaching
  • Mediation

Second Session

  • Team Conflict Meetings
  • Tailoring Your Approach