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

Content:

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