Conflict Resolution

Learning Outcomes:

  • To gain skills for effectively managing strong emotions and challenging communications
  • To develop effective communication skills
  • To develop practical strategies for effectively moving past conflict into more productive and satisfying work relationships


The Relationship Between Emotion & Cognition

  • Emotional arousal cycle
  • Self-management strategies

The Four Critical Skills

  • Acknowledging, Open Questions, Framing, Managing Body Language and Tone

The D.E.A.R. Method

  • Requesting a change in behavior in an assertive yet respectful manner
  • Describe the behavior, Explain the impacts, Ask them for their perspective, Request for the future

Speaker: Sue Wazny