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In this course, you will learn :
- Improve your relationships with coworkers, clients, and managers, and find your way back to cooperation after a conflict.
- Negotiation and leadership coach Lisa Gates reveals the secrets of effective conflict resolution in this course, as well as simple, repeatable techniques that can be used in most business situations.
- The Resolution Roadmap, a practical framework for exploring and navigating conflict resolution, which includes identifying the issue and distinguishing fact from fiction.
- A scenario guides you through the best practises for starting a conflict conversation, brainstorming solutions, and reaching an agreement.
Syllabus :
1. Anatomy of Conflict
- Playing the name, blame, and claim game
- Understanding conflict styles
- Recognizing contentious tactics
- Unwinding cognitive bias
2. Resolution Road Map
- Identifying issues and needs
- Distinguishing fact from fiction
- Opening the conflict conversation
- Gaining alignment and brainstorming
- Getting to agreement
3. Deepening Conflict Resolution Skills
- Increasing your conflict capacity
- Asking diagnostic questions
- Listening
- Labeling, mirroring, and silence
- Reframing
