Conflict management

Pre-class assignment/topic to write

• Share about a time when you have to handle a difficult conversation? What happened? What did you do in that situation? What was the outcome?

• What are your preferred ways to handle conflict?

Articles (optional)

• Types of team conflict

• 5 ways to stop an argument

Conversation starters

• Use the pre-class assignment to start the conversation

• Discuss a situation where you have to manage a conflict at school / work. Reflect on what happened. If you had a chance to do it once again, what would you do differently?

• Tips to share:

  • Embrace difficult conversations and assume the best in others. keep communication on the high road. Go back and ask for the context, it can be a misunderstanding.

  • Adopt a learning stance and commit to hearing everyone's story.

  • Stay calm and overcome noise

  • Find common ground

  • Disagree diplomatically. Validate and recognize others' perspective and feelings as credible or legitimate. Use I-statements to soften comments to sound more conciliatory and flexible and less blaming and accusatory.

  • Avoid exaggeration and Either/or apporaches

  • Initiate the conversation, share stories, and focus on solutions

• Steps to handle difficult situations

  • Start well / declare your intent

  • Listen to their story

  • Tell your story

  • Create a shared story and conclude