Confrontation and 
Conflict Resolution Skills

Essential training for today’s collaborative, team-oriented workplace. Conflict can have a devastating effect on productivity, morale, teamwork and ultimately your organization's bottom line. When handled the right way, conflict can energize, produce change, and bring together opposing parties. 

Learn how to:

• Choose carefully which battles are worth fighting by getting clear on what
  the big things in your life are and what ought to be the small, trivial, things. 

• Let go of the people, places and things you can’t control.

• Make one of the four choices that you can make with difficult people and situations in order to take full responsibility for them. If you’re not making one of these- then you’re not taking responsibility, which is a breeding ground for conflict.

• Recognize the physical symptoms of anger in order to warn yourself of an
  impending emotional surge.
  

• Realize no one makes you feel…you choose how you feel...Step by step,
  how to choose the most positive, productive emotions.

• Break the automatic link between your emotions and actions by incorporating
  quick “pattern interrupt” techniques to cool yourself down when you feel
  yourself starting to "lose it."

• See the innocence with others and realize most of the time people are doing the
  best they can and are not out to “get us” personally.
  

• Understand the significance of your own beliefs; realize that you always find the
  evidence to back up the beliefs you hold, regardless of whether or not they
  are based on reality.
  

• Steer clear of “psycho-sclerosis”- a hardening of the attitudes which causes
  you to be inflexible and stubborn with your thinking.  
  

• Appreciate the differences in others, and not frustrate yourself
  by expecting everyone to be the way you think they should be.

• Separate the person from the problem; what it really means and how to do it.
  

• Start potentially uncomfortable conversations in the “third” person, which
  greatly reduces defensiveness. Techniques to help 2 people to agree on the
  same detached, description of the problem.

• Identify the situations where you should avoid a confrontation at all costs.

• Use specific ways to deal with manipulative and guilt producing tactics.

• Understand the “escalation scale” and prevent disagreements from turning into arguments.

• Make a quick exit until you can get your emotions under control when a situation is too hot to handle or you are being attacked personally or unprofessionally.

• Discover a “conflict framework” what will guide you, step by step, to a positive
  confrontational encounter.

• Follow-up on a confrontational situation to ensure there are no lingering resentments.
  

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