From Conflict to Collaboration, Instructor Set

With this course you will increase the knowledge and ability to: implement techniques that encourage a trusting and non-threatening environment in which to effectively address conflict.

8-Hour Course

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Course Description

Conflict erodes teams, creates silos, lowers productivity, and contributes to a hostile work environment. Most people try and resolve conflict by addressing the conflict while ignoring the actual problem that originally created the conflict. At the heart of conflict lies a threat that triggers a defensive response in order to protect one’s identity. This class will explore the cyclical nature of conflict and the defensive routines individuals and organization use that contribute to that cycle. Participants will explore various types of defensive routines and how to change those routines in order to stop conflict. In order to resolve conflict participants will engage in activities that shift their perspective of the feelings involved, the facts of the situation, the perceived intent, and taking responsibility instead of blaming others for the conflict. Participants will engage conflict-resolution conversations that encourage an exchange in order to address and resolve a conflict.



  •  Implement techniques that encourage a trusting and non-threatening environment in which to effectively address conflict.
  • Recognize your defensive routines to conflict.
  • Shift your perspective regarding internal messages that influence your attitude about conflict.
  • Compose a conversation to engage in the resolution of a current workplace conflict.
  • Adapt your conversation and resolution attempts given difficult people and their unique defensive routines.


Course Outline


Part 1: Defining Conflict

Tug of war

Defining conflict

Characteristics of conflict

Contributors and barriers

Perceived threats

Organizational sources of conflict


Part 2: Defensive Routines

Defensive routines

Defensive routine types

Organizational defensvie routines




Changing your defensive routine


Part 3: Shifting Your Perspective about Conflict

Shifting perspective

Identify the real feelings

Get to what really happened

Assume positive intent

Take responsibility


Part 4: Engaging in Resolving Conflict

Setting the stage

4 phases to engage a conflict-resolution conversation

A model of a conflict-resolution conversation

Build your conflict-resolution conversation

Evaluate your conversation

Dealing with difficult defensive routine types

Additional actions to dealing with difficult defensive routine types

Rebuilding the relationship after resolution


This instructor set includes: Instructor guide, activities, handouts and full-color PowerPoint presentation.


Click here to purchase this set in Spanish.

  • Format: Laser Printed
  • Paperback: Spiral-Bound
  • Set Includes: Instructor guide, activities, handouts and full-color PowerPoint presentation
  • Participant Guide may be purchased separately
  • Pre/Post assessments may be purchased separately: Available on-line or hard copy
  • Instructor Set available in Spanish

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