Conflict Resolution “Tips” Willie Johnson Performance Improvement Consultant

Skills of Negotiating Conflict Through Crucial Conversations Session-3 Objectives Skills of Negotiating Conflict Through Crucial Conversations “Instead of suppressing conflicts, specific methods could be set up by which the conflict is resolved.” - Albert Low

Moving Through A Process Establish Seek Present Decide Express

Resolving Conflict Through Crucial Conversations

What Makes A Conversation Crucial? ___________ Opinions Strong ___________ _________ Stakes Ways to Handle _________ them Handle __________

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 _______

Why Focus on Interests Gets to heart of issue. Sets stage for mutual understanding.

(3) Learn To Look For _______ when a conversation becomes crucial Signs that ______ is at risk

(4) Listen Actively Active listening is accomplished by... Concentrating. Getting Identifying Providing

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 Share your _______ (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 And After Conflict Before the 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.

Before And After Conflict After the Conflict: Learn from the conflict. Keep the conflict in perspective. Deal with negative feelings.

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.

Your Most Priceless Possession 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” Facilitator Willie Johnson, CIDD, PITC Performance Improvement and Training Consultant Email: willie_johnson@jbhunt.com Tele: (479) 659-6017 (O) (479) 409-6340 (C) (479) 820-5974 (F) Web: www.williejay.com