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