Conflict management – things to understand
Dr. Bramson’s 7 Types of Difficult People
- The Tank – bulldozer type
- The Sniper – shoots from the hip
- The Exploder – boom!
- The Indecisives – hmm, let me tell you later
- The No People – no!
- The Complainers – why this, why that?
- The Clams – the silent treatment
Developing Conflict Awareness
- Conflict vs. disagreement
- The five stages of conflict development
- Barriers to conflict management
Responding to Conflict
- Identify and understand your own conflict behavior
- Listening skills for conflict management
- Communication skills for conflict management
- Understand the role of emotional intelligence in conflict management
Different Ways to Manage Conflict Productively
- The five-step “conflict map”
- Which conflict management strategy is right for you?
- Content vs. relationship conflicts
- Why not to ask “why” (and when to!)
Conflict Strategies
- The four C’s: competence, credibility, care, communication
- How to reinstate trust
- How to become solution focused not problem focused
Moving Beyond Conflict
- Difficult people vs. difficult behavior
- Asserting yourself
- Coping with resistance
- Techniques for saying “no” assertively
- Alternatives to toxic emotional statements
Mapping the Conflict
- Map a conflict in five steps, from positions to solutions
- Explore a conflict from various viewpoints
- Determine common ground in a conflict
- Generate and implement goal-oriented alternatives
The Role of Trust in Minimizing Conflict
- Learn key fundamentals for building trust
- Discover how trust is lost and how to reestablish it
- Develop win-win solutions: interests vs. positions
Dealing with Difficult Behavior
- Differentiate between difficult people and difficult behavior
- Discover a two-step process for handling passive and aggressive behavior, resistance and stubbornness
- Learn to create a viable alternative to group conflict
Explosions
- Address your own “explosions”
- Apply appropriate conflict strategies through role-play