RESOLVING CONFLICT & HANDLING DIFFICULT CONVERSATIONS

Conflict in the workplace is inevitable, but far too many of us vainly hope to avoid it vs. building our capacity to deal with it successfully. We teach a five-step process for approaching and resolving conflict and review how to prevent conflict from escalating. There is an interactive activity for participants to practice what they’ve learned. We’ll also spend some time focused on difficult conversations. We’ll learn the “D.E.F.I.C.I.T.” model which helps participants organize their thoughts and approaches to handling difficult situations. Participants have a chance to practice in a paired exercise.