1. TM

2. COURSE GUIDELINES Confidentiality Be self-aware, observe your experience Make role plays as real as possible Practice the skills Don’t advise, use the skills Focus on course tasks during breakouts Course focus: Self-awareness and learn to apply CTC system Questions are welcomed, but won’t answer those that go beyond introductory course level

3. KIMPTON CULTURE A unanimous commitment to self-leadership, creativity, and high performance through team and personal development

4. CONFLICT & CREATIVITY IN BALANCE

5. NORMAL COMMUNICATION

9. ACTIVE & PASSIVE CONFLICT STYLES

10. CONFLICT TO CREATITY

11. LOCATOR: RECEIVE-SEND

12. LOCATOR: INSIGHT-ACTION

13. THE 5 STEPS CIRCLE

14. CLOCKWISE ARROWS

15. CONFLICT & CREATIVITY

16. CONFLICT TO CREATIVITY

17. “ The effective listener demonstrates a spirit of respect for others’ viewpoints and capacity for self-direction. ” --Carl Rogers, Ph.D.

18. STEP 1: LISTEN

19. STEP 2: EXPLORE

21. STEP 3: SUMMARIZE

22. SUMMARIZE

23. VALUE OF SUMMARIZING Commitment to connect Confirms understanding, not interpretation Goes deeper for more information Speaker will correct if not fully accurate Facilitates the speaker consultatively Honors diverse points of view Slows down internal pressure to “do something” Inspires the other person to listen

24. STEP 3: SUMMARIZE

25. STEP 4: INVITE

26. INVITE TOOLS

27. STEP 4: INVITE

28. STEP 5: PRESENT

29. TOOL 1: I-MESSAGE Use “I-Message” “I feel frustrated, like I can’t do things right.” Accountability and objectivity No blame Own the issue or problem Don’t use “You-Message” “You always make me feel stupid.” Blaming Invites denial and counter-attack

30. TOOL 2: SELF-DISCLOSE State Feelings –Feelings are normal –Repression leads to blow up –Others can sense our feelings –Name the feeling, not act out the feeling –Feeling Words Checklist in Appendix

31. TOOL 3: MY OPINION Perspective and Needs –Objective –Observable –Not subjective interpretations –Need as foundation of our opinion

32. STEP 5: PRESENT

33. ROLE PLAY SCENARIO SYSTEM

34. CONFLICT TO CREATIVITY