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“If we manage conflict constructively, we harness its energy for creativity and development – Kenneth Kaye

Today we discuss:

1.    Conflict management 

2.    Conflict resolution 

Management thru navigating at a personal level 

Resolution by helping others manage to a resolution

1.    Conflict Management 

I’m proposing the   SL2(i)M ApproachTM

Slow it down

Listen

Labels 

Mirrors 

This is using your best negotiation skills 

Slow it down

·      late night FM DJ voice

·      let the emotions calm 

·      separate, if necessary, but don’t avoid

o  If someone says “I’m good” after ethe separation and do not want to talk about it…They are NOT

Listen

·      Sometime people just need to be heard; they need to express it out loud

·      Use active listening techniques. 

·      Listen to listen, not to speak/

Labels 

·      Label the emotions, “it seems” “it feels like”

·      Use labels to make sure you are hearing them correctly 

Mirrors

·      Repeat the last word or idea back to them. This allows for greater detail of their thoughts.

·      Mirror their body language but also remain in an open stance, no crossed arms. 

2. Conflict resolution 

Top 5 keys to resolution:

1.Don't Ignore Conflict

2. Clarify What the Issue Is

3. Bring Involved Parties Together to Talk

4. Identify a Solution

5. Continue to Monitor and Follow Up on the Conflict

The moment of enlightenment from today

“If we manage conflict constructively, we harness its energy for creativity and development – Kenneth Kaye

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