Conflict Communication and Resolution

Sage Strategies www.sage4change.com

Conflict ResolutionTools for getting what you

want from people you don’t like but have to work with

anyway….

Sage Strategies www.sage4change.com

Conflict ResolutionTools for resolving broken

promises, violated expectations and bad behavior — by clients,

colleagues and employees

Tonight we will cover…

3 identifiers of conversations going bad 4 questions to ask yourself in the heat 5 step strategy for conversation prep Tips and tricks for defusing hot topicsstrategies for managing conflict and steering situations toward mutually beneficial outcomes.

Real Life

Who had a conflict today?Any that you can talk about?How did you handle it?What would you do differently?

Paper Hat

Take a beautiful paper sample…Fold it in halfFold it lengthwise in halfBring the upper left corner towards you and fold thatFold it in half once moreRip the upper right hand corner offWhat do you have?

Communication includes

People – participants Agenda – timing and needsActivity – speaking/listeningUnderstanding - conveyance

Me

Us

You

People

Me

Us

You

Success

Agenda?

Start with your outcome in mindState your agenda Stay on trackBrainstorm for outcomePlan next steps

Action

The content and conversation goes here

Action Preparation

1. What is the desired outcome?2. Are you fully present?3. Are your emotions in check?4. What information do they need?5. What might get in the way?

Are you listening?

Listening looks like…?

Clear your mind and stay presentMouth closed Looking for non verbal cluesWhat is not being said?Asking clarifying questions

Conveyance

Words (verbal) – 7% is what is being saidVocal (Tone) – 27% is how it is being saidNon verbal (55 percent)

Body language – what is not being saidEye contact – where and what are communicating

Control

what can you control?EmotionsTriggersReactionListeningThoughts

Check for understanding

How does that fit with what you are thinking?

3 signs things are going badly

Silence or avoidanceNothing -- return phone call no email nothingTalking about something elseLeaving the room

Violence or offensiveSarcasmAttackingActual violence

Emotional shift in you – do the self check Your emotions are triggeredYou’re not staying on task – talking around the issue Stop listeningBring other people into the conversation

Conversations

going BADLYNow what?WHAT DO I DO????

5 Questionsto ask yourself in the heat of the

moment

What do I really, really want?What would make them act this way?What am I really afraid will happen?What else can we do to get this done?What do I need to let them know that might make a difference?It’s really about managing expectations.

Tips and tricks

for defusing hot topicsAddress it Ask for clarificationAsk open ended questions Opt out temporarily Get clear and enlist helpSilence

Strategies

for managing toward mutually beneficial outcomesCreate a picture of that in your mindPractice listening skillsPractice assertion skillsPractice conflict resolutions skillsCollaborative problem solving skills

Talking Head

Blah, blah, blah…got it?

Tonight we covered …

3 identifiable ways to know when conversations go bad 4 questions to ask yourself in the heat of the moment 5 step strategy for conversation prep Tips and tricks for defusing hot topicsLearn strategies for managing conflict and steering situations toward mutually beneficial outcomes.

The End