Conflict Management at Work: Real World Strategies & Tools

We will look at the rational and irrational reasons why conflict occurs.

Do exercise 3 in your Conflict Log. It consists of two parts:

1. Noticing the sources of conflict in yourself
2. Noticing the sources of conflict in others

One of the principle keys to conflict is respect.

It will help you understand:

• why conflict starts
• why it perpetuates
• how to avoid it
• how to de-escalate it

Do exercise 4 in your Conflict Log.

It asks you to consider seven short scenarios, and then:

1. Assess whether they represent aggressive, passive, or assertive behavior
2. Provide a better response if you think one is needed

Only when you have completed it...

You can download suggested solutions from here.

The way you respond to conflict signals your levels of respect.

Here is some simple-to-apply guidance on:

• what to focus on
• simple language choices

When you understand how human communication works, you'll start to see its role in causing or reducing conflict.

Listening is the primary skill of a great communicator. It is also the main tool for avoiding or e-escalating conflict.

In this lesson you'll learn the four levels of listening.

In the last lesson, you learned about the levels of listening and what good listening means. Now it's time to learn how to listen well, and transform the quality of your listening.

Do exercise 5 in your Conflict Log. It consists of two parts:

1. Practice calming the voice in your head
2. 2. Practice excellent listening

Opposites don't attract. They clash.

Here, you'll learn about some examples.

In this lesson, we'll go into personality clash in greater detail. You'll learn a simple model of personality styles, and how they create clashes.

Following the last lesson, we'll look at a third dimension to personality styles, and how you can use it to avoid personality clashes.

Resistance isn't conflict... yet.

Here we'll look at what it is and start to understand a framework for handling it well, before it turns into conflict.

In this lecture, you'll learn the Onion Model of Resistance.

This will allow you to recognize the type of resistance you are getting, and then respond in an appropriate way.

You'll learn to spot the body language that indicates tensions are rising and conflict is imminent.

When you can do that, you'll be able to start the de-escalation process earlier, and so be more effective. 

You'll also learn about the stages of escalation.

Do exercise 6 in your Conflict Log. It consists of two parts:

1. Notice the signs of conflict escalation in yourself
2. Notice the signs of conflict escalation in others

We're at the core of the program now.

Here are seven strategies for handling conflict.

This is another key lesson. 

You will learn the process for de-escalating from full conflict, back to a resolution.

Do exercise 7 in your Conflict Log.

When you encounter conflict, try to de-escalate it, and notice the effects of what you try.

When you respond to conflict, you can adopt five distinct modes. In this lesson, you'll learn what they are. In the next one, you'll learn when each one is most suitable.

In the last lesson, you learned about the  five distinct modes. In this lesson, you'll learn when each one is most suitable.

Do exercise 8 in your Conflict Log.

Become mindful in choosing your approach to handling conflict, and record your experiences.

Two of our seven strategies for dealing with conflict involve engaging a third party. In this lesson, you'll learn more about each one.

I hope you'll never need this. But, over a long career, you almost certainly will.

If a working relationship breaks down, this ten-step Breakdown Routine will give you a roadmap to follow, for restoring it.

Conflict isn't always bad, and in this lesson, I'll remind you why not, before you finish the program.

To end the program, I'll do more than wish you well and say goodbye. I'll share my secret to avoiding conflict.

Do exercise 9 in your Conflict Log.

You have been through the whole program now…

Use your log to reflect on:

• What you learned
• What changes you plan to make
• How you plan to monitor your progress

Do exercise 10 in your Conflict Log.

There are extra pages in your log, for you to record further experiences, and lessons learned.