Evaluating Conflict Resolution Training for Effectiveness: Developing Knowledge and Skills for Multiple Perspectives

Author

Jessica Arriola, Nova Southeastern UniversityFollow

Date of Award

2024

Document Type

Dissertation

Degree Name

Doctor of Philosophy

Department

Halmos College of Arts and Sciences - Department of Conflict Resolution Studies

First Advisor

Alexia Georgakopoulos

Second Advisor

Neil Katz

Third Advisor

Elena Bastidas

Keywords

Bolman & Deal, Conflict Resolution, Deductive Qualitative Content Analysis, Four Frames, Kirkpatrick, Training

Abstract

Managers and leadership teams invest time in resolving workplace conflicts, but the key question is whether professional learning effectively delivers lasting outcomes for individuals and organizations. This study created an eight-hour conflict resolution training on Bolman and Deal’s Four Leadership Frames to educate Central Florida professionals on using multiple perspectives in conflict resolution, evaluating effectiveness through the Kirkpatrick Model. Directed qualitative content analysis (DQCA) was used to gauge the effectiveness of the training, therefore answering the overarching research question: Is conflict resolution training of the Four Frames of Leadership by Bolman and Deal perceived as effective training by human resource professionals as evaluated by the Kirkpatrick Model in this study? Through a two-stage methodology, the study emphasized the need for conflict resolution training to include participants’ Affective, Cognitive, and Behavioral needs and the organizations they are within. Overall, outcomes revealed participants perceived their Affective, Cognitive, Behavioral, and Impacts/ Results of Learning were beneficial to themselves and their organization. This study contributes to Human Resources and Conflict Resolution in multiple ways: it incorporated both Bolman and Deal’s Four Frames of Leadership and the Kirkpatrick Model, provides support that conflict resolutionists and trainers should meet participants needs to ensure skill transference into the workplace, and validates prior conflict resolution research. Additionally, it emphasized that acquiring knowledge and skills is necessary to understand multiple perspectives, leading to the development of more sophisticated conflict resolution abilities and enabling individuals to navigate complex workplace dynamics with greater efficiency and effectiveness.

NSUWorks Citation

Jessica Arriola. 2024. Evaluating Conflict Resolution Training for Effectiveness: Developing Knowledge and Skills for Multiple Perspectives. Doctoral dissertation. Nova Southeastern University. Retrieved from NSUWorks, Halmos College of Arts and Sciences - Department of Conflict Resolution Studies. (250)
https://nsuworks.nova.edu/shss_dcar_etd/250.