From Conflict to Collaboration!

Work conflict plays an important role in any well-run organization. It surfaces important business needs and invites stakeholders to balance them with the constraints of the business. In this half-day session, you’ll learn to communicate more effectively through conflict and use finesse to invite business partners to accept both the needs and constraints of the business and collaborate with you to co-create an acceptable solution.

You'll Learn To:

• Identify the drivers of work conflict in professional settings
• Explain the six constraints that must be balanced in any business
• Explain why escalation is almost always inferior to collaboration
• Explain why the best solutions arise from communicating through rather than around conflict
• Describe examples of effective and ineffective communication strategies during conflict
• Describe examples of communication strategies during conflict
• Explain the importance of communicating with finesse during conflict
• Articulate the personal and business losses from communicating without finesse
• Identify your preferred conflict management style
• Explain when to communicate using each conflict management style
• Identify signs of over-use of each conflict management style
• Describe the potential cost of using each conflict management style
• Describe ways to minimize the cost of using each conflict management style
• Practice communicating using each style with finesse
• Explain how to use deflector statements to overcome triggering statements
• Interpret nonverbal gestures with greater accuracy
• Describe six roadblocks to effective listening
• Describe the advantages of responding versus reacting
• Describe effective resolution statements
• Describe effective reconciliation statements