1. Conflict Resolution
Tools for getting what you
want from people you don’t
like but have to work with
anyway….
Sage Strategies
www.sage4change.com
2. Conflict Resolution
Tools for resolving broken
promises, violated expectations
and bad behavior — by clients,
colleagues and employees
Sage Strategies
www.sage4change.com
3. Tonight we will cover…
3 identifiers of conversations going bad
4 questions to ask yourself in the heat
5 step strategy for conversation prep
Tips and tricks for defusing hot topics
strategies for managing conflict and
steering situations toward mutually
beneficial outcomes.
4. Real Life
Who had a conflict today?
Any that you can talk about?
How did you handle it?
What would you do differently?
5. Paper Hat
Take a beautiful paper sample…
Fold it in half
Fold it lengthwise in half
Bring the upper left corner towards you and
fold that
Fold it in half once more
Rip the upper right hand corner off
What do you have?
6. Communication includes
People – participants
Agenda – timing and needs
Activity – speaking/listening
Understanding - conveyance
11. Action Preparation
1. What is the desired outcome?
2. Are you fully present?
3. Are your emotions in check?
4. What information do they need?
5. What might get in the way?
13. Listening looks like…?
Clear your mind and stay present
Mouth closed
Looking for non verbal clues
What is not being said?
Asking clarifying questions
14. Conveyance
Words (verbal) – 7% is what is being said
Vocal (Tone) – 27% is how it is being said
Non verbal (55 percent)
Body language – what is not being said
Eye contact – where and what are
communicating
17. 3 signs
things are going badly
Silence or avoidance
Nothing -- return phone call no email nothing
Talking about something else
Leaving the room
Violence or offensive
Sarcasm
Attacking
Actual violence
Emotional shift in you – do the self check
Your emotions are triggered
You’re not staying on task – talking around the issue
Stop listening
Bring other people into the conversation
19. 5 Questions
to ask yourself in the heat of the
moment
What do I really, really want?
What would make them act this way?
What am I really afraid will happen?
What else can we do to get this done?
What do I need to let them know that might make a
difference?
It’s really about managing expectations.
20. Tips and tricks
for defusing hot topics
Address it
Ask for clarification
Ask open ended questions
Opt out temporarily
Get clear and enlist help
Silence
21. Strategies
for managing toward mutually
beneficial outcomes
Create a picture of that in your mind
Practice listening skills
Practice assertion skills
Practice conflict resolutions skills
Collaborative problem solving skills
23. Tonight we covered …
3 identifiable ways to know when conversations
go bad
4 questions to ask yourself in the heat of the
moment
5 step strategy for conversation prep
Tips and tricks for defusing hot topics
Learn strategies for managing conflict and
steering situations toward mutually beneficial
outcomes.
