Handout: Turning Client Conflict into Project Productivity
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Handout from Mary O'Neill's May 2011 presentation to the Bay Area Consultants Network about resolving client conflict
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Handout: Turning Client Conflict into Project Productivity
- 1. BAY AREA CONSULTANTS NETWORK MAY 27, 2011 CONFLICT RESOLUTION ~ WHAT EVERY CONSULTANT NEEDS TO KNOW! Two Psychological Ways of Being: 1. Reactive 2. Responsive Three Choices in Dealing with Conflict: 1. Influence 2. Accept 3. Leave Four Keys to Resolving Conflict: 1. Embrace it 2. Shift “gears” 3. Become more skillful 4. Practice consistently Four Steps to Shifting Gears: 1. Stop (“Oh, hello, habit energy…”) 2. Breathe (get centered) 3. Evaluate Wisely (ask empowering questions) 4. Align Actions with Values Five Questions to Increase Self-Understanding: 1. What am I thinking? 2. What am I feeling? 3. What do I need? 4. What is my intention? 5. What is my desire outcome? www.maryoneill.com mary@maryoneill.com 853 San Anselmo Avenue, San Anselmo, Ca 94960 Phone: 415-488-1805
- 2. Mary O’Neill , MA. MFT Speaking, Training and Consulting REFLECTING 1. When you think about conflict, what comes to mind? What words do you associate with conflict? ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ 2. When you consider your client relationships, what qualities matter most? ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ 3. What do you need to do to create that? ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ 4. What stops you? ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ 5. What do you need to do to move forward? ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ 2 - -
- 3. Mary O’Neill , MA. MFT Speaking, Training and Consulting Learning Journal ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ 3 - -