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What you will learn:

Module 1: Welcome and Introduction

Module 2: Conflict is …

Module 3: The cost of conflict

Module 4: Language of conflict

Module 5: Conflict Styles

Module 6: Dealing with anger

Module 7: Biases

Module 8: Conflict scenarios

Module 9: The aftermath of conflict

Module 10: Summary

Module 1: Welcome and Introduction

In this module, I give an overview of the 10 modules and introduce myself and my experience and expertise in conflict management, in general, and, in dealing with conflict in your life, in particular. Here are the modules: Module 1: Welcome and Introduction Module 2: Conflict is … Module 3: The cost of conflict Module 4: Language of conflict Module 5: Conflict Styles Module 6: Dealing with anger Module 7: Biases Module 8: Conflict scenarios Module 9: The aftermath of conflict Module 10: Emotional Courage and Summary

Lessons

Module 1: Introduction to Conflict in your Life (narrated PowerPoint by Dr. Andrew Kitchenham) Module 1: Conflict Course Introduction (PowerPoint in Full Slide view) Module 1: PowerPoint in note view Module 1: Understanding the why of your goals exercise

Module 2: Conflict is …

This module concentrates on what conflict is (definitions and examples) with a particular emphasis on the faces of conflict. The module includes a narrated PowerPoint by Dr. Andrew Kitchenham, pdfs of the PowerPoints, a Pause to Ponder exercise to help reinforce the module’s key concepts, and an opportunity for you to define conflict for yourself before, during, and after the lesson.

Lessons

Module 2: Conflict is … PowerPoint (video) Module 2: Conflict is PowerPoint in pdf (Full Slide) Module 2: Conflict is PowerPoint in pdf (Notes View) Module 2: Pause to Ponder: Faces of Conflict Module 2: What is conflict (to you)?

Module 3: The Cost of Conflict

This module concentrates on the cost of conflict in your workplace and personal lives. The module includes a narrated PowerPoint by Dr. Andrew Kitchenham, pdfs of the PowerPoints, a Pause to Ponder exercises to help reinforce the module’s key concepts, and an opportunity for you to “dig deeper” before, during, and after the lesson.

Lessons

Module 3: The Cost of Conflict PowerPoint (video) Module 3: The Cost of Conflict PowerPoint in pdf (Full Slide) Module 3: The Cost of Conflict PowerPoint in pdf (Notes View) Module 3: Intent-Action-Effect Module 3: The Cost of Conflict Exercise Module 3: Approaching Conflict

Module 4: Conflict Language

This module concentrates on the language of conflict vis-a-vis the four most-effective skills, each of which takes practice: active listening, empathy, paraphrasing, and reframing. The module includes a narrated PowerPoint by Dr. Andrew Kitchenham, pdfs of the PowerPoints, Pause to Ponder exercises to help reinforce the module’s key concepts, and an opportunity for you to reflect on your “go-to” skills before, during, and after the lesson.

Lessons

Module 4: Conflict Language PowerPoint (video) Module 4: Conflict Language PowerPoint in pdf (Full Slide) Module 4: Conflict Language PowerPoint in pdf (Notes View) Module 4: Pause to Ponder Activity (Active Listening) Module 4: Pause to Ponder Activity (Empathy) Module 4: Pause to Ponder Activity (Paraphrasing) Module 4: Pause to Ponder Activity (Reframing) Module 4: Language Skills "Go-To" Conflict Skill

Module 5: Conflict Styles

This module concentrates on the five conflict styles as measured by the Thomas-Kilmann Conflict Mode Inventory (TKI): Avoiding, Accommodating, Competing, Compromising, and Collaborating. The module includes a narrated PowerPoint by Dr. Andrew Kitchenham, pdfs of the PowerPoints, Pause to Ponder exercises to help reinforce the module’s key concepts, a one-page summary of the styles, and a sample TKI profile.

Lessons

Module 5: Conflict Styles PowerPoint (video) Module 5: Conflict Styles PowerPoint in pdf (Full Slide) Module 5: Conflict Styles PowerPoint in pdf (Notes View) Module 5: Pause to Ponder Conflict Styles handout Module 5: Pause to Ponder Scenarios exercise Module 5: Conflict Styles summary with "Spirit Animals"

Module 6: Dealing with Anger

This module concentrates on dealing with anger in your workplace and personal lives with a particular emphasis on the common types of anger manifestations: Stuff it, Hide it, Dump it, Triangulate it, and Vent it. The module includes a narrated PowerPoint by Dr. Andrew Kitchenham, pdfs of the PowerPoints, Pause to Ponder exercises to help reinforce the module’s key concepts, discussion of triggers and hot buttons, and eight simple strategies for dealing with anger.

Lessons

Module 6: Dealing with Anger PowerPoint (Video) Module 6: Dealing with Anger PowerPoint (Full Slide) Module 6: Dealing with Anger PowerPoint (Notes View) Module 6: Types of Anger Pause to Ponder handout Module 6: Pause to Ponder Anger Scenarios Module 6: Feelings and Needs handout Module 6: Emotions by Strength

Module 7: Bias

This module concentrates on bias in your workplace and personal lives with a particular emphasis on the common types of bias: confirmation, bias, anchoring bias, in-group bias, negativity bias, attribution bias, and sunk-cost bias. The module includes a narrated PowerPoint by Dr. Andrew Kitchenham, pdfs of the PowerPoints, Pause to Ponder exercises to help reinforce the module’s key concepts, discussion of bias traps, and an exercise in exploring your own identity through a lens of bias.

Lessons

Module 7: Bias PowerPoint (video) Module 7: Bias PowerPoint in pdf (Full Slide) Module 7: Bias PowerPoint in pdf (Notes View) Module 7: Exploring Identity Handout and Activity Module 7: Pause to Ponder Bias in your life exercise Module 7: Pause to Ponder types of Bias Traps

Module 8: Conflict Scenarios

This module concentrates on real-life examples of bias in your workplace and personal lives with a particular emphasis on the key learnings from the previous modules. It begins with a Module 6 review of eight simple strategies for dealing with anger. The module includes a narrated PowerPoint by Dr. Andrew Kitchenham, pdfs of the PowerPoints, Pause to Ponder exercises to help reinforce the module’s key concepts, and scenarios to practise your skills on dealing with conflict.

Lessons

Module 8: Conflict Scenarios PowerPoint (video) Module 8: Conflict Scenarios PowerPoint in pdf (Full Slide) Module 8: Conflict Scenarios PowerPoint in pdf (Notes View) Module 8: Pause to Ponder Non-verbal Cues Scenario handout in pdf Module 8: Pause to Ponder Breathing Exercises handout in pdf

Module 9: After Conflict

This module concentrates on real-life examples of workplace aggression in the workplace with a particular emphasis on the key learnings from the previous modules. It begins with a explanation of the four approaches to workplace aggression (personality approach, management approach, classification approach, and empirical approach) and moves into a discussion of Eddy’s (2011) notion of Blamespeak. The module includes a narrated PowerPoint by Dr. Andrew Kitchenham, pdfs of the PowerPoints, Pause to Ponder exercises to help reinforce the module’s key concepts, and scenarios to practise your skills on using BIFF (Brief, Informative, Friendly, and Firm).

Lessons

Module 9: After Conflict PowerPoint (video) Module 9: After Conflict PowerPoint in pdf (Full Slide) Module 9: After Conflict PowerPoint in pdf (Notes View) Pause to Ponder BIFF practice in pdf

Module 10: Sum up and Emotional Courage

This module concentrates on emotional courage with an eye to sum up the course by concentrating on the key learnings from the previous modules. It begins with a discussion of what courage is and moves on to the six types of courage. The module includes a narrated PowerPoint by Dr. Andrew Kitchenham, pdfs of the PowerPoints, invitations to provide your own examples of courage, a few exercises for self-reflection (or emailing actual answers to me) and practice for dealing with conflict.

Lessons

Module 10: Sum up and Emotional Courage PowerPoint (Video) Module 10: Sum up and Emotional Courage PowerPoint in pdf (Full Slide) Module 10: Sum up and Emotional Courage PowerPoint in pdf (Notes View)