Lessons
- Introduction
- Conflict is a part of life
- Even the thought of conflict gets us on edge
- Skilled conflict
- Start by managing yourself
- Models of conflict resolution – Thomas and Killman
- Models of conflict resolution – McIntosh
- Conflict between others – Orientation
- Conflict between others – Attend to emotions first
- Conflict between others – Exploring resolutions
- Resolving conflict is not a spectator event
- Not all differences can be resolved
- The best argument is the one you don’t have
- Developing your own approach to managing conflict
- Do’s and don’ts
- Examples of conflict resolution conversations:
- Conflict Resolution Quiz