Conflict is inevitable. Some conflicts may even become very negative experiences for us; yet, one thing is for sure. All conflicts are are opportunities for us to grow, either as individuals or as teams. In this speech I delivered for the Philippine Dental Association QCDCI, we explore 'The Dynamics of Conflict Management', our rights and responsibilities when communicating, the communication style we need to adapt when in conflict and how to re-frame negative statement during conflict. By learning these basic concepts, we should be able to effectively manage any conflict that may come our way.

1. The Dynamics of Conflict ManagementApplying Assertive Communication to Manage Conflict in the Workplace
Copyright © 2017 by Boom San Agustin for the Philippine Dental Association QCDCI

2. Hello

3. My name is Boom
@BoomYourSales

4. I will be your final speaker
for this morning

5. I wrote this book

6. … and I run this company
www.OurKnowledge.asia

7. … and this company
www.AdWolf.net

8. … and this publication
www.RoundUp.ph

9. So…

10. Is conflict bad?

11. When is conflict good?

12. Before managing conflict…

13. … let’s first discuss your
rights & responsibilities
when communicating

14. Rights Responsibilities
Respect Others
Listen to Others’
Opinions
Acknowledge
Respect Others’
Limits
Be Respected
Express Opinions
Ask
Set Limits
Rights & Responsibilities of Communication

15. What communication style is
needed for managing conflict?

16. OpennessofCommunication
Consideration for Others
LowHigh
Low High
The Four Basic Communication Styles
Openly Aggressive Assertive
Concealed or Passive
Aggressive
Passive

17. What should our
frame of mind be
when dealing with
negative situations?

18. When dealing with
situations that are
framed negatively
we should…

19. Reflect
Try to understand what the
speaker is saying despite any
negative framing

20. Reframe
Try to repeat the speaker’s
message in your head by using
your own words
Clarify the negative
statement and
Remove any
‘negative framing’
from the message

21. Reply
Give the appropriate reply to
the other party when needed
Be assertive in your reply

22. Let’s give it a try…

23. The statement…
Do you know what time
it is? Your system sucks!

24. Reflect
What is the other person trying to say?
Consider all data available.
Reframe
He could mean: “Is there a way to get
things done faster?”
Reply
I truly apologize for the delay. To
ensure this doesn’t happen again,
may I suggest…

25. @BoomYourSales
@BoomYourSales
@BoomYourSales