1. Conflict Resolution “Tips”
Willie Johnson
Performance Improvement Consultant

2. Skills of Negotiating Conflict Through Crucial Conversations
Session-3 Objectives
Skills of Negotiating Conflict Through Crucial Conversations
“Instead of suppressing conflicts, specific methods could be set up by which the conflict is resolved.”
- Albert Low

3. Moving Through A Process
Establish
Seek
Present
Decide
Express

4. Resolving Conflict Through Crucial Conversations

5. What Makes A Conversation Crucial?
___________ Opinions
Strong ___________
_________ Stakes
Ways to Handle
_________ them
Handle __________

6. The Law of Crucial Conversations
Anytime you find yourself stuck, there are _______ ____________ keeping you there.
____________ are the priority of life, and conversations are the crucial element in profound caring of relationships

7. (1) Get Unstuck _______ conversations keeping you stuck
Hold the right conversation with _______

8. (2) Start With The Heart Work on _____ first
______ on what you really want
_______ the Sucker’s Choice
_______ on _______

9. Why Focus on Interests Gets to heart of issue.
Sets stage for mutual understanding.

10. (3) Learn To Look For _______ when a conversation becomes crucial
Signs that ______ is at risk

11. (4) Listen Actively Active listening is accomplished by...
Concentrating.
Getting
Identifying
Providing

12. Why Bother To Actively Listen?

13. (5) Make It Safe How to make it safe to talk about “almost” anything
Step out of the __________
__________ the cause
_________ safety

14. Make It Safe (con’t)
How to make it safe to talk about “almost” anything
Commit to seek ________ _________
Invent a _________ Purpose
Brainstorm new _______________

15. (6) Master Your Stories How to stay in dialogue. _______ your path
Separate ______
from __________

16. (7) State Your Path Express views Share your _______
(STATE skills)
Share your _______
Tell your _________
Ask for other’s _______
Talk _____________
___________ testing

17. (8) Explore Others’ Path
How to listen when others’ blow up
Exploring Skills
Ask to get things rolling
Mirror to confirm feelings
Paraphrase to acknowledge story
Prime when you’re getting nowhere

18. Remember
Conflict is not always a negative thing, it can have its positives.

19. To Overcome Deadlocks

20. Before And After Conflict
Before the Conflict:
Importance of privacy
Willingness to deal with the conflict at an appropriate time for both parties
Know the real reason the fight is about.
Attempt to resolve problems you have the potential to influence.

21. Before And After Conflict
After the Conflict:
Learn from the conflict.
Keep the conflict in perspective.
Deal with negative feelings.

22. Day -3 Wrap-Up “Putting It All Together”
1. Define the __________ of the conflict.
2. Determine the ___________ ___________ of the conflict.
3. Identify the _________ of the conflict.
4. Choose the appropriate _________ to resolve the conflict.

23. Your Most Priceless Possession
Remember
Attitude
Your Most Priceless Possession

24. “It’s All About Attitude”
Managing Yourself
Play Your Winners
Managing Stress
Accentuate The Positive
Building Support
Network – Network
Thinking Powerfully
Collaboration is the “key” to lasting and trust relationships

25. Conflict Resolution “Tips”
Facilitator
Willie Johnson, CIDD, PITC
Performance Improvement and Training Consultant
Tele: (479) (O)
(479) (C)
(479) (F)
Web: