Program Management Guide: Community Conflict Competency Coaching Program

1. Program Introduction & Benefits

This program is a structured, 3-month coaching initiative designed to empower community members with practical conflict management and constructive communication skills. Grounded in proven methodologies like the CINERGY™ and Comprehensive Conflict Coaching (CCC) models, it moves participants through a staged progression from self-awareness to practical application. The program emphasizes a non-hierarchical, self-directed learning environment tailored to the unique dynamics of voluntary community settings, focusing on building personal competency and fostering a healthier community climate.

Strategic Benefits for Community Members:

1. Enhanced Personal Agency: Develops the self-efficacy to approach conflicts not as threats, but as opportunities for understanding and problem-solving, reducing avoidance and escalation.
2. Improved Relationship Dynamics: Builds skills in active listening, perspective-taking, and assertive communication, leading to restored trust, stronger collaborations, and a greater sense of belonging within the community.
3. Sustainable Conflict Resolution Habits: Moves beyond theory to create personalized action plans and commitments, equipping members with a repeatable framework to navigate future disputes independently.
4. Reduced Community Friction: By shifting the collective conflict culture, the program aims to decrease the frequency and intensity of escalated incidents, creating a more positive and productive environment for all volunteers and members.

2. Program Expansion Strategy

Evaluation: This is a Coaching Program, as defined by the input category. The provided research data explicitly outlines world-class coaching frameworks (CINERGY™, CCC Model) as the core methodology. Therefore, a supplemental Mentorship layer is not required for the primary delivery mechanism. The coaching model itself, with its focus on 1:1 guided discovery and skill-building, is the optimal structure for achieving the goal of personalized conflict competency development.

3. Implementation Roadmap

Launch Phase

1. Define & Align: Finalize program curriculum based on the four Actionable Content Pillars (Understanding/Self-Awareness, Communication Skills, Strategy Development, Application/Sustainability).
2. Secure Coaches: Recruit and train coaches proficient in the core methodologies (CINERGY™, CCC, TKI assessment).
3. Tooling Setup: Configure selected software platforms (see Section 4) for assessments, scheduling, and content hosting.
4. Participant Recruitment: Market the program to the community, clearly outlining benefits, time commitment, and expected outcomes.
5. Baseline Assessment: Administer the Thomas-Kilmann Conflict Mode Instrument (TKI) and a pre-program self-efficacy survey to all enrolled participants.
6. Kick-off Session: Host an orientation to set expectations, introduce coaches, and build initial cohort connection.

Tracking & Operations

• Weekly/Bi-Weekly Cadence: Schedule consistent 1:1 coaching sessions for each participant, following the staged model (e.g., Month 1: Focus on assessment and self-awareness; Month 1.5: Skill drills).
• Content Module Rollout: Release supporting materials (videos, guides, reflection prompts) aligned with each module via the LMS.
• Group Check-Ins: Facilitate monthly virtual cohort meetings for shared learning, Q&A, and moderated discussion on common challenges.
• Progress Documentation: Coaches and participants use the coaching software to track action plan steps, commitments, and reflections.
• Challenge Support: Proactively use forum channels for coaches to discuss participant barriers (e.g., emotional triggers, group dynamics) and strategize support.

Success Measurement

• Quantitative KPIs:
  • Average improvement in TKI assessment scores, specifically targeting a +20% increase in collaborative/compromising mode usage.

  • 90% attendance rate for scheduled coaching sessions.

  • 80% of participants complete a final, personalized conflict resolution action plan.
  • In a post-program survey, 70% of participants report successfully self-resolving at least two conflicts.
• Qualitative KPIs & Feedback Mechanisms:
  • Pre/post self-reported confidence scores (1-10 Likert scale) with a target average increase of +2 points.
  • Analysis of participant reflection journals for depth of insight and application.
  • Collection of testimonials and narratives detailing specific relationship improvements or restored trust.
  • A 1-month follow-up survey to assess retention and ongoing application of skills.

4. Approved Tools List

The following tools from the approved list are selected for their direct relevance to executing a coaching-focused program:

1. Coaching Software: Primary Tool. This is essential for managing the core 1:1 coaching relationship. It will be used for scheduling sessions, securing coaching agreements, documenting session notes (tracking progress through CINERGY/CCC stages), and maintaining participant action plans and commitments.
2. Personality Test: Core Assessment Tool. Specifically, the Thomas-Kilmann Conflict Mode Instrument (TKI) will be integrated to provide a validated baseline and post-assessment of conflict handling styles, offering concrete data for KPI measurement.
3. LMS (Learning Management System): Content Delivery Hub. This will host all asynchronous training materials (video tutorials on active listening, guides on perspective-taking), module roadmaps, reflection journal templates, and pre/post surveys for centralized access.
4. Internal Social Network: Community & Support Tool. A dedicated program group will foster peer support, allow for moderated discussion forums on weekly topics, and enable coaches to share general tips and resources, building a sense of shared learning beyond the 1:1 sessions.

Justification: Mentorship Software is not selected as the primary modality is coaching. ERG Program Software is typically for broader, ongoing employee groups, not a time-bound, skill-specific coaching cohort. An Onboarding Platform is not aligned with the program's upskilling goal.

5. Resource & Content Library

Training Content for Coaches:

• Guide: "Facilitating the CINERGY™ Model: A Step-by-Step Reference for Community Settings"
• Guide: "Interpreting TKI Results for Developmental Coaching"
• Video Series: "Advanced Techniques in Conflict Coaching: Deconstructing Narratives and Building Empathy"
• Article/Checklist: "Managing Emotional Triggers in Sessions: Creating Psychological Safety"
• Template: "Structured Session Flow Template" aligning with CCC Model stages (Engagement, Assessment, Coaching Plan, etc.)

Training Content for Coachees:

• Interactive Module: "Discover Your Conflict Style: Understanding Your TKI Results"
• Video & Exercise Guide: "The Art of Active Listening and Paraphrasing"
• Workbook: "My Conflict Story: A Three-Perspective Analysis Template"
• Video Tutorial: "From Reaction to Response: De-escalation Strategies in Heated Moments"
• Interactive Guide: "Building Your Action Plan: The CINERGY Explore Choices & Ground Challenges Stages"
• Template: "My Commitment Journal" for tracking real-world applications and outcomes.