Communication and Conflict Resolution


Participants learn communication and conflict management skills and develop an understanding that (1) conflict is normal; (2) how we deal with conflict determines the outcome; and (3) there are positive ways to handle conflict.

The training format combines mini-lectures; individual, small- and large-group practice exercises; discussion; and role-plays designed to suit the needs of the trainees. You may add or subtract agenda items to fit the time available (usually three to eight hours) and needs. The topics that can be covered include:

  • Introduction
  • What is conflict?
  • Conflict management styles: self-assessment to learn more about how you deal with conflict situations (e.g., avoid, confront, negotiate, collaborate).
  • Communication skills: active listening; paraphrasing; reframing; turning complaints into requests; nonverbal cues; "I" and "You" messages.
  • Perceptions and attitudes: seeing things differently; cognitive biases; how fights begin and how they escalate.
  • Six-step conflict resolution process: setting the stage for collaborative problem-solving; fighting fair (how to handle disputes peacefully); the difference between facilitated (mediation) and non-facilitated processes to resolve interpersonal conflicts; clarifying issues; brainstorming for options; evaluating options; and interest-based negotiating.
  • Putting it all together: role-playing the six steps; questions and answers; course evaluation; certificates of completion

CORA GSM will customize the course material and learning objectives for your organization's needs. We can hold the workshop at your place or ours. For more details, please contact CORA Good Shepherd Mediationt at 215-843-5413.