The 4 Keys to Resolving Conflict with Words

Conflicts & TensionsCommunication & FeedbackAll employees≈ 15 min

Key skill: Conflict management & resolution

Summary

Resolve workplace conflict through dialogue rather than blame, using four keys: setting ground rules, listening with empathy, opening up to the other person, and staying solution-focused.

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

ArticlesWords 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 videoAn 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

Models & methods

Broken record technique; active listening: questioning, rephrasing; self-empathy; attuning to the other person.