Conflict Communication and Resolution

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Conflict Communication and Resolution

  1. 1. Conflict Resolution Tools for getting what you want from people you don’t like but have to work with anyway…. Sage Strategies www.sage4change.com
  2. 2. Conflict Resolution Tools for resolving broken promises, violated expectations and bad behavior — by clients, colleagues and employees Sage Strategies www.sage4change.com
  3. 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. 4. Real Life Who had a conflict today? Any that you can talk about? How did you handle it? What would you do differently?
  5. 5. Paper Hat Take a beautiful paper sample… Fold it in half Fold it lengthwise in half Bring the upper left corner towards you and fold that Fold it in half once more Rip the upper right hand corner off What do you have?
  6. 6. Communication includes People – participants Agenda – timing and needs Activity – speaking/listening Understanding - conveyance
  7. 7. People You Me Us
  8. 8. Success You Me Us
  9. 9. Agenda? Start with your outcome in mind State your agenda Stay on track Brainstorm for outcome Plan next steps
  10. 10. Action The content and conversation goes here
  11. 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. 12. Are you listening?
  13. 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. 14. Conveyance Words (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. 15. Control what can you control? Emotions Triggers Reaction Listening Thoughts
  16. 16. Check for understanding How does that fit with what you are thinking?
  17. 17. 3 signs things are going badly Silence or avoidance Nothing -- return phone call no email nothing Talking about something else Leaving the room Violence or offensive Sarcasm Attacking Actual violence Emotional shift in you – do the self check Your emotions are triggered You’re not staying on task – talking around the issue Stop listening Bring other people into the conversation
  18. 18. Conversations going BADLY Now what? WHAT DO I DO????
  19. 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 a difference? It’s really about managing expectations.
  20. 20. Tips and tricks for defusing hot topics Address it Ask for clarification Ask open ended questions Opt out temporarily Get clear and enlist help Silence
  21. 21. Strategies for managing toward mutually beneficial outcomes Create a picture of that in your mind Practice listening skills Practice assertion skills Practice conflict resolutions skills Collaborative problem solving skills
  22. 22. Talking Head Blah, blah, blah…got it?
  23. 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. 24. The End

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