Conflict Resolution Techniques for the Workplace: Using Conflict in Positive Ways with Ramona Buck

What You Will Learn

Upon completion of this training, learners will be able to:

  • Assess the messages they received about past conflicts and understand the style they each bring to a conflict situation, using the Thomas Kilmann model.
  • Be able to listen well to others and reflect in ways that promote understanding and communication.
  • Demonstrate the use of a variety of conflict resolution strategies, including ways of identifying underlying needs and using 10-point problem-solving. 


This training will provide learners with ways of understanding conflict better, of responding to conflicts as they are presented, of delving into the conflict to find the basis and history of the conflict, and of responding to conflict in positive and effective ways. The training will be very interactive so attendees will be able to be involved and kept interested. Learners will leave the training with specific strategies enabling them to feel empowered to deal with conflict and, most importantly, be less likely to fear and avoid it. The strategies are user-friendly, and learners will be given helpful handouts to take with them. These strategies can be used for workplace conflicts, family conflicts, conflicts with friends, and others.



    • Welcome and Introduction of Trainer and Intro to Topic
    • Introductions of Participants
    • Line of Conflict Exercise – Demonstration and Discussion – conflicts from different parts of life and how they are viewed differently
    • Childhood Messages About Conflict – small group work and reporting back
    • Conflict Styles – Thomas Kilmann Model – doing inventory, presentation, and discussion  
    • Reflective Listening – Presentation and Exercise
    • Open Ended Questions – Exercise and Discussion 
      • Examples of open-ended questions
      • Examples of closed-ended questions
      • Participants do exercise using open-ended questions
      • Exercise using both reflection and open-ended questions
    • Discussion of the Learnings from the Morning’s Exercises
    • Ten Point Problem Solving Model – “Going to the Beach” – presentation and discussion
      • Interests versus positions – examples and discussion – small group work
      • Brainstorming – demonstration – use examples of conflicts from the group
    • Role Plays Using Ten Point Problem Solving 
    • Second Round of Role Plays Using Ten Point Problem Solving
    • Discussion 
    • Different Perspectives – presentation and examples – individual exercises 
    • Discussion of Different Perspectives
    • Personal Goals for the Future Regarding This Topic 
    • Reporting Back
    • Evaluation of Workshop
    • Closing 

It is something that I can apply immediately to my job. Really appreciate the level of interaction and real-world scenarios for conflict resolution on my team and within the division.

Ramona did a great job of explaining the concepts and allowing us time in which to practice. The listening/active mix was perfect to keep us engaged!

PDU Allocation Table

The table below displays the number of professional development units (PDUs) awarded for each PMI® credential, as they align to the PMI Talent Triangle®. Power Skills and Business Acumen PDUs apply evenly across all credentials and Ways of Working PDUs apply only to specific credentials. PDUs will be added in full to all eligible credentials. *Please note that the asterisked row below applies to the PMI® Agile Certification Journey and includes Disciplined Agile® Scrum Master (DASM), Disciplined Agile® Senior Scrum Master (DASSM), Disciplined Agile® Coach (DAC), and Disciplined Agile® Value Stream Consultant (DAVSC) certifications.
Ways of Working Power Skills Business Acumen Total
CAPM® / PMI-CP™ / PMP® / PgMP® 0 7 0 7.00
PMI-ACP® / Agile* 0 7 0 7.00
PMI-SP® 0 7 0 7.00
PMI-RMP® 0 7 0 7.00
PfMP® 0 7 0 7.00
PMI-PBA® 0 7 0 7.00
Ways of Working Power Skills Business Acument Talent Triangle



Ramona Buck

Ramona Buck has worked in the conflict resolution field for more than 40 years. After receiving her master's degree in conflict resolution from George Mason and completing a number of conflict resolution trainings from non-profit groups, she was the Executive Director of Northern Virginia Mediation Service in Fairfax, Virginia. There, she managed a mediation roster and did many community-based mediations. She then was the Alternative Dispute Resolution Director at the Circuit Court for Prince George's County in the Family Division where she oversaw a roster of mediators and did many mediations on site. She then became the Public Policy Director at MACRO (the Maryland Mediation and Conflict Resolution Office) under the Maryland Judiciary where she oversaw multiparty facilitations throughout the state. She then became a Commissioner at the Federal Mediation and Conciliation Service in Washington, DC where she mediated workplace disputes, including some in the collective bargaining category. She is now an independent consultant, conducting mediation, facilitation, trainings and presentations.

Training Information

19 September 2024
Start Time
8:00 AM
1 Day


Member Price
(US$705.00 before 5 August)
Nonmember Price
(US$910.00 before 5 August)
Government Price
Student Price

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