1. Communication, Conflict, and Leadership By Sara Carter And Kevin Elliott

2. Active Listening - F.E.A.R.S. Focus Empathize Ask open-ended questions Reframe Summarize

3. F - FOCUS Active listening requires your full attention Essence of conflict resolution centers around the speaker feeling heard and understood

4. E - EMPATHIZE Empathizing is the ability to put yourself in another’s situation and understand HOW THEY FEEL Focuses on emotions of speaker Need to identify and gauge intensity of the emotions You don’t have to agree with the emotion but rather identify and understand how the speaker feels

5. A - ASK OPEN ENDED QUESTIONS Provides the listener with more information than a close-ended “yes/no” question Gathering information is crucial to managing conflict

6. R - Reframe Uses quick sentences that acknowledge the emotions that you are feeling without attributing any judgment to the stated emotions Illustrates that you are present and engaged in the dialogue

7. S - Summarize Paraphrase what the speaker has said Not simply mimicking their words, but rather internalizing the essence of what’s been said and giving it back to the speaker in your own words

8. What is Alternative Dispute Resolution ? Alternative to judicial system (litigation) Includes three main variants Negotiation Mediation Arbitration Advantages Fewer costs Confidentiality More control over the people surrounding the process

9. How it Affects You Mandatory Binding Arbitration Clauses You must submit to binding arbitration, which takes away your right to use the judicial system Cannot appeal these decisions These are everywhere Credit card contracts Phone contracts Rental clauses Car contracts

10. Interests Vs. Positions Position Where you stand on the issue Interest WHY that position is important What underlying needs are motivating you

11. Most of an iceberg lies beneath the surface….