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

  • Benefits of Enhancing CR Skills
  • What We Know – the Research
  • Why Managers Don’t Address Conflict
  • Triggers and Physiological Responses
  • Perspectives
  • Conflict Styles
Module Two Conflict and Communication

  • Reflective Listening
  • Assertion Messages
  • Reframing
  • Organizational Culture
  • Team Dynamics
  • Conflict Behaviors
Module Three Power/Emotion and High-Conflict People

  • Power Myths
  • Power/Rights/Interests Triangles
  • Power Currencies
  • Attributions and Cognitive Dissonance
  • Feelings and How to Deal Effectively with Them
  • Becoming Warriors of the Heart
Module Four High Conflict People

  • Characteristics of High-Conflict People
  • Blamespeak
  • BIFF
  • So What’s Your Proposal?
Module Five Negotiation

  • Goals and Interests
  • Principled Negotiation
  • Stages of Negotiation
  • Negotiation Tactics and Ethical Criteria
  • Interpersonal Negotiation in the Workplace
Module Six Continuum of ADR Approaches

  • The Continuum
  • ADR for One – Conflict Coaching
  • Mediation
  • Team Conflict Meetings
  • Tailoring Your Approach