Conflict Resolution Training

How we approach the start of a challenging discussion can dictate how it will end. We focus on the appropriate ways to navigate conflict and uncomfortable conversations. Within the training, we discuss de-escalation techniques like:

1. Welcome conflict. Why we should welcome difficult discussions.
2. Right Time, Right Place, and Right Approach. Ensuring you address conflict at the right time and place.
3. Invite conflict. How to invite individuals to complain and acknowledge their issues.
   
   • Why it is essential for people to feel important and heard.
   • A review of minimizing statements and actions.
   • How to react and empathize with experiences.
   • How to make a connection and “humanize” yourself.
     
4. We are on the same side. How to reassure people that you are on their side and pledge to resolve their concerns?
5. Gratitude. How to show gratitude and encourage person-to-person communication.

A part of the de-escalation process is having a clear understanding of what has happened. We call this step “Measuring Needs & Listening.”

1. Listening. Why listening is essential.
   • Understanding and accepting venting.
   • How to demonstrate that you are focused on all details they are providing.
2. Questions. Using probing and clarifying questions to move individuals from emotional to factual.
   • When is the right time to ask questions?
   • Asking permission to clarify.
   • How do you avoid sounding like you are accusing or shifting blame? 

Our customized training also focuses on strengthening relationships and showing humanity during challenging situations. We call this “Personal Connection.”

1. Accountability. The power of taking accountability when we have made a mistake.
   • It is okay to make a mistake.
   • Why do we have a fear of accountability?
2. The Anatomy of An Apology. The anatomy of an apology will review the foundations of creating a successful and thoughtful apology.
   • Actions + Emotions: Addressing both areas of impact during conflict.
   • Owning Actions: Clearly understanding the specific issues and what happened.
   • Emotional Consequences. How to empathize and verbalize emotional impact.
3. Minimizing and Excuses: Turn an apology into an insult by defending, excusing, and minimizing behavior.
   • What can we say to turn an apology into an insult?
   • Explanations. When, where, and if you should explain what transpired to create conflict.
4. Unintended Infraction. We don’t always intend to hurt someone, but it can still happen. This section will review how empathy and genuine reflection are powerful when dealing with issues outside of our control.

Finally, we end section one with:

1. A complaint is a complaint. How to view potential conflict and not ignore signs.
2. The Order. Why de-escalation techniques should be attempted before jumping to provide solutions during conflict.
3. Personalities. Understand personality differences and how
   • Directness. “I am the way I am.” Taking a “direct” approach might not lead to resolution during moments of conflict and can be perceived as a sign of aggression.
   • Silence. Ignoring conflict and hoping it resolves itself is unlikely. This section will speak on what can be perceived from silence and inaction.
   • Communication Styles. Everyone has communication preferences, and these styles should be considered during conflict.
   • An introduction to the communication snapshot.
4. Forgiveness & Expectations. Will you be forgiven after addressing conflict? Maybe or not. We will review how to avoid setting ourselves up for failure by having unrealistic expectations.
5. Wrongly Accused & Triggers. Specific conversations might be triggering and may only sometimes have all the facts. In this section, we will speak on:
   • How to receive difficult information respectfully.
   • What to do if you are triggered by accusations or conversation.
   • When to get HR involved.