Overview
Nothing can be more debilitating than to engage in a conversation with someone who wants to argue with you, create unnecessary drama, cause a scene, or is just plain difficult to deal with. The reality is that when you’re working with colleagues and customers on a daily basis, disagreements will be inevitable. The good news is that having a different perspective or disagreeing doesn’t have to make things worse or end in conflict.
That’s why having a framework to use so you can diffuse any difficult situation and know how to manage these tense conversations will often be the difference between resolving the issues quickly or having them continue and get worse.
If you want to communicate with co-workers or customers who get agitated or angry, and if you’re going to reduce this tension and turn around these situations, then the Understanding How to De-Escalate Conflict session will give you the tools to do exactly that.
Some of the Key Learning Outcomes
- What is conflict, and is it always negative? Could it ever be helpful?
- Understanding how what might appear to be an innocent remark can lead to a conflict.
- What is the ‘conflict rollercoaster’ and why you don’t want to get on it.
- What do people who are upset, angry or wanting to escalate a conversation actually want from you.
- Five things you should avoid saying or doing when someone is agitated.
- How to use the six-step conflict resolution framework to instantly connect, communicate and diffuse a tense situation.
- Practical ways to resolve conflict with the least amount of stress and tension.
Success[Bytes] Sample Session
Click here to watch a Lunch & Learn Session (with Bonus Workbook) to review one of the 46 courses included with Success[Bytes].
