Responding to Conflict: Strategies for Improved Communication

Learning Objectives

• Identify Underlying Causes of Conflict
• Identify Approaches for Developing Flexible Responses to Personal and Professional Conflicts
• Practice Various Models, Techniques, Strategies, and Approaches to Manage Your Interpersonal Communication Behaviors in Conflict Situations
• Implement Flexible Strategies to Improve Your Communication and to Effectively Respond to Conflict

Developing Conflict Awareness

• Define Conflict
• Explain the Difference Between Disagreement and Conflict
• Describe the Five Levels of a Conflict
• Describe Barriers to Managing and Resolving Conflict

Responding to Conflict

• Identify Your Own Personal Feelings and Actions in Response to Conflict
• Ally the P-U-R-R Model to Demonstrate Understanding and Application
• Apply the Validating Process
• Distinguish Between Listening for Thoughts and Listening for Feelings in a Conversation
• Explain That Meaning Often Comes from the Context of the Relationship Rather Than the Intrinsic Definition of the Words Used

Conflict Strategies

• Identify Your Preferred Strategy or Strategies for Responding to Conflict
• Identify the Five Conflict Strategies
• Analyze Examples and Recommend Appropriate Strategies to Minimize or Manage Conflict

The Role of Trust in Minimizing Conflict

• Describe the Four “Cs” as the Cornerstones of Building Trust
• Explain How Trust Is Lost and Regained, and How Transparency Validates Trust
• Identify Interests Behind Positions

Moving Beyond Conflict

• Describe How Relationship Conflict and Content Conflict Should Be Handled Differently
• Demonstrate How to Turn Potential Disagreements into Discussion By Applying the Model to Disagree
• Identify and Practice Assertiveness Tools and Strategies
• Detoxify Emotional Statements, and Devise Alternative Ways to Express the Message Behind the Emotional Statement

Dealing with Difficult Behaviors

• Explain the Difference Between Difficult People and Difficult Behavior
• Describe an Understanding of Handling Passive Behavior
• Describe a Strategy for Handling Passive or Aggressive Behavior

Mapping Conflict

• Map a Conflict Using a Five-Step Approach
• Explore a Given Conflict from Various “Viewing Points”
• Separate Interests from Positions in a Specific Conflict
• Select a Conflict Strategy Appropriate to Address a Specific Goal
• Demonstrate the Implementation of the Chosen Conflict Strategy

Thunderstorms

• Apply a Combination of Skills, Techniques, and Ideas Presented Throughout This Seminar to a Conflict Situation (Called a “Thunderstorm”)
• Demonstrate the Application of Appropriate Conflict Strategies to Address the “Thunderstorm”