Anatomy of a Conflict

• Defining conflict
• The stages of conflict
• Focusing on a collaborative approach
• Exploring your relationship with conflict and its impact
• A new way of looking at conflict

Investigating the Causes of Conflict

Why we fight

• Underlying sources of conflict
• Exposing the needs that feed conflict
• Triggers and emotional "hot buttons"
• Dealing with powerful emotions

Conflict in teams

• Recognising conflict as a natural part of team development
• Enabling productive conflict in teams
• Applying the Quad Talk Model

Taking First Steps toward Resolution

Defining the conflict resolution model

• The life cycle of a conflict: the buildup and the resolution
• Introducing the six-step model for resolving conflict
• Developing an awareness of the role of emotions

Managing your emotions

• Applying a powerful emotional mastery model
• Exploring your thoughts, feelings and beliefs
• Acknowledging the value of your perspective
• Determining your desired outcome
• Expressing what you truly want

Unlocking the power of body language

• Reading other people's body language
• Recognising cultural differences in body language
• Using effective body language
• Matching body language with the intended message

Setting the Foundation for Cooperation

Diagnosing the conflict

• Applying the process model
• Asking the right questions
• Identifying key factors
• Articulating the true cause
• Choosing alternate conflict resolution strategies

Establishing a collaborative environment

• Setting the stage for success
• Removing barriers to conversation
• Making it safe to cooperate
• Dealing with negative emotions
• Opening the dialogue

Defusing an angry situation

• Why we get angry
• Working for a positive outcome
• How to remain calm when they're not
• What managers and employees can do

Resolving the Conflict

Creating the connection

• Establishing rapport
• Achieving powerful results with active listening
• Taking different perspectives
• Hearing both sides of the story
• Identifying shared interests

Working out the resolution

• Exploring options
• Short-term and long-term solutions
• Imagining a more cooperative future
• Creating a shared vision

Formalising the agreement

• Why write it down?
• Defining the agreement
• Committing to resolution
• Holding one another accountable
• Establishing follow-up procedures
• What if it doesn't work?

Achieving Positive Results

Putting it all together

• Resolving interpersonal and organisational conflicts from buildup to resolution
• Working in teams to resolve conflict using the six-step process

Creating a personal action plan

• Identifying immediate action items
• Resolving conflict back at the office
• Committing to a collaborative outlook