Looking for someone to blame only deepens conflict: four keys to the conversation that finally resolves it.
Take a constructive approach to resolving workplace conflict with these 4 keys: set the ground rules, listen with empathy, open up to the other person, and stay solution-focused.
15 min at your own paceAvailable in FR + EN
You will walk away with
- the 4 keys to dialogue: ground rules, empathetic listening, openness, solution focus
- the broken record technique for avoiding escalation
- a steady focus on future solutions rather than assigning blame
Target audience
Anyone looking to promote a positive model of communication and collaboration
Learning objectives
- Set the ground rules that support the conflict-resolution process.
- Listen with empathy and genuinely seek to understand the other person.
- Open up to the other person by acknowledging their emotions and attuning to them.
- Use the broken record technique to prevent conflicts from escalating.
Module outline
- Articles
- Words in conflict: patterns of justification and attack
- The mechanics of self-esteem in conflict
- Why it matters to move past “Who's to blame?”
- Expert video“Talking It Out to Resolve Conflict”5'26An introduction to the 4 essential keys for resolving conflict: setting ground rules, listening with empathy, opening up to the other person, and staying solution-focused
- AnchoringA quiz and True/False questions to explore the topic further and anchor what you've learned
- Memo cardA downloadable memo card: the key takeaways from the expert video
- CommitmentConcrete examples to help you define your own commitment
