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:
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| Module |
Description |
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| 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
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| Module Two |
Conflict and Communication
- Reflective Listening
- Assertion Messages
- Reframing
- Organizational Culture
- Team Dynamics
- Conflict Behaviors
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| 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
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| Module Four |
High Conflict People
- Characteristics of High-Conflict People
- Blamespeak
- BIFF
- So What’s Your Proposal?
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| Module Five |
Negotiation
- Goals and Interests
- Principled Negotiation
- Stages of Negotiation
- Negotiation Tactics and Ethical Criteria
- Interpersonal Negotiation in the Workplace
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| Module Six |
Continuum of ADR Approaches
- The Continuum
- ADR for One – Conflict Coaching
- Mediation
- Team Conflict Meetings
- Tailoring Your Approach
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