Course Description

This course is designed to convey the knowledge and hands-on experience which makes dispute prevention and resolution a part of each government manager’s tool kit for effective decision-making. This course is relevant to managers in all divisions. The course is highly experiential with a focus on both concepts and skill building. Various assessments are used, such as the Conflict Dynamics Profile (CDP), and the Thomas-Kilmann Conflict Mode Instrument (TKI), Videos, case studies, structured activities, large and small group discussions are utilized. Course participants learn about the variety of Alternative Dispute Resolution (ADR) techniques and how to head off potential disputes or mitigate conflicts when they occur.  (Assessments utilized:  CDP & TKI)


Learning Objectives: After attending this course, participants will be able to:

  • Understand the conflict process and what contributes to major conflict situations
  • Identify the types of and reasons for disputes
  • Understand their own Conflict Dynamics Profile (CDP) and the Thomas-Kilmann Conflict Mode Instrument (TKI): including habits, assumptions and automatic reactions which aid or hinder in managing or resolving conflict
  • Understand the importance of examining perceptions and assumptions
  • Use communication skills of active listening and applying group process techniques to managing disputes
  • How to reach consensus
  • How to create “win-win” outcomes
  • Negotiate styles and strategies (Getting to Yes)
  • Identify what are the differences between positional and interest-based negotiations and when should they be used
  • How and when to use Alternative Dispute Resolution (ADR) techniques
  • Plan to avoid and/or decrease litigation costs
  • Understand roles and use of third parties in Alternative Dispute Resolution
  • Understand strategies of coalition building/partnering

Contact us for more information about this course.