Conflict Communication and Resolution

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  • 1.Conflict Resolution Tools for getting what you want from people you dont like but have to work withanyway.Sage Strategies www.sage4change.com

2. Conflict Resolution Tools for resolving broken promises, violated expectations and bad behavior by clients,colleagues and employeesSage Strategies www.sage4change.com 3. 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 topics strategies for managing conflict and steering situations toward mutually beneficial outcomes. 4. Real LifeWho had a conflict today? Any that you can talk about? How did you handle it? What would you do differently? 5. Paper HatTake a beautiful paper sampleFold it in halfFold it lengthwise in halfBring the upper left corner towards you andfold thatFold it in half once moreRip the upper right hand corner offWhat do you have? 6. Communication includes People participants Agenda timing and needs Activity speaking/listening Understanding - conveyance 7. People YouMeUs 8. Success YouMeUs 9. Agenda?Start with your outcome in mindState your agendaStay on trackBrainstorm for outcomePlan next steps 10. ActionThe content and conversation goes here 11. 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? 12. Are you listening? 13. Listening looks like?Clear your mind and stay present Mouth closed Looking for non verbal clues What is not being said? Asking clarifying questions 14. ConveyanceWords (verbal) 7% is what is being said Vocal (Tone) 27% is how it is being said Non verbal (55 percent) Body language what is not being said Eye contact where and what are communicating 15. Control what can you control?EmotionsTriggersReactionListeningThoughts 16. Check forunderstandingHow does that fit with what you are thinking? 17. 3 signs things are going badlySilence or avoidance Nothing -- return phone call no email nothing Talking about something else Leaving the roomViolence or offensive Sarcasm Attacking Actual violenceEmotional shift in you do the self check Your emotions are triggered Youre not staying on task talking around the issue Stop listening Bring other people into the conversation 18. Conversations going BADLYNow what?WHAT DO I DO???? 19. 5 Questions to 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 adifference?Its really about managing expectations. 20. Tips and tricks for defusing hot topicsAddress itAsk for clarificationAsk open ended questionsOpt out temporarilyGet clear and enlist helpSilence 21. Strategies for managing toward mutually beneficial outcomesCreate a picture of that in your mindPractice listening skillsPractice assertion skillsPractice conflict resolutions skillsCollaborative problem solving skills 22. Talking HeadBlah, blah, blahgot it? 23. 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 topics Learn strategies for managing conflict and steering situations toward mutually beneficial outcomes. 24. The End