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Conflict Resolution “Tips”. Willie Johnson Performance Improvement Consultant. Session-3 Objectives. “Instead of suppressing conflicts, specific methods could be set up by which the conflict is resolved.” - Albert Low. - PowerPoint PPT Presentation
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Conflict Resolution“Tips”
Willie JohnsonPerformance Improvement Consultant
Session-3 Objectives
“Instead of suppressing conflicts, specific methods could be set up by which the conflict is resolved.”
- Albert Low
Skills of Negotiating
Conflict Through Crucial
Conversations
Moving Through A Process
Establish
Seek
Present
Decide
Express
Resolving Conflict Through Crucial
Conversations
___________ Opinions
Strong ___________
_________ Stakes
Ways to Handle
_________ them
Handle __________
Handle __________
What Makes A Conversation Crucial?
The Law of Crucial Conversations
Anytime you find yourself stuck, there are _______ ____________ keeping you there.
____________ are the priority of life, and conversations are the crucial element in profound caring of relationships
(1) Get Unstuck
_______ conversations keeping you stuck
Hold the right conversation with _______
(2) Start With The Heart
Work on _____ first
______ on what you really want
_______ the Sucker’s Choice
_______ on _______
Gets to heart of issue.
Sets stage for mutual understanding.
Why Focus on Interests
(3) Learn To Look For
_______ when a conversation becomes crucial
Signs that ______ is at risk
Concentrating.
Getting
Identifying
Providing
Active listening is accomplished by...
(4) Listen Actively
Why Bother To Actively Listen?
(5) Make It Safe
How to make it safe to talk about “almost” anything
– Step out of the __________
– __________ the cause
– _________ safety
Make It Safe (con’t)
How to make it safe to talk about “almost” anything
– Commit to seek ________ _________
– Invent a _________ Purpose
– Brainstorm new _______________
(6) Master Your Stories
How to stay in dialogue.
– _______ your path
– Separate ______ from __________
(7) State Your Path Express views
(STATE skills)– Share your _______
– Tell your _________
– Ask for other’s _______
– Talk _____________
– ___________ testing
(8) Explore Others’ Path How to listen when
others’ blow up Exploring Skills– Ask to get things rolling
– Mirror to confirm feelings
– Paraphrase to acknowledge story
– Prime when you’re getting nowhere
Remember
Conflict is not always a negative thing, it can have its positives.
To Overcome Deadlocks
Before the Conflict:
Before And After Conflict
– Importance of privacy
– Willingness to deal with the conflict at an appropriate time for both parties
– Know the real reason the fight is about.
– Attempt to resolve problems you have the potential to influence.
After the Conflict:
– Learn from the conflict.– Keep the conflict in
perspective.– Deal with negative feelings.
Before And After Conflict
Day -3 Wrap-Up“Putting It All Together” 1. Define the __________ of the
conflict.
2. Determine the ___________ ___________ of the conflict.
3. Identify the _________ of the conflict.
4. Choose the appropriate _________
to resolve the conflict.
Remember
Attitude
Your Most Priceless Possession
“It’s All About Attitude”
Managing Yourself– Play Your Winners
Managing Stress– Accentuate The Positive
Building Support– Network – Network
Thinking Powerfully– Collaboration is the “key” to
lasting and trust relationships
Conflict Resolution“Tips”
FacilitatorWillie Johnson, CIDD, PITC
Performance Improvement and Training Consultant
Email: [email protected]: (479) 659-6017 (O) (479) 409-6340 (C) (479) 820-5974 (F)
Web: www.williejay.com
