MASTERING CONFLICT RESOLUTION SKILLS:

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MASTERING CONFLICT RESOLUTION SKILLS

• Dr. Alan Zimmerman,
• CSP, CPAE Speaker Hall of Fame

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TODAYS OUTLINE

• Strategy 1 Minimize negative communication
• Strategy 2 Construct your criticism --
  carefully
• Strategy 3 Ask for cooperation

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TODAYS OUTLINE

• Strategy 1 Minimize negative communication

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KILLER THOUGHTS and STATEMENTS
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TODAYS OUTLINE

• Strategy 1 Minimize negative communication
• Strategy 2 Construct your criticism --
  carefully

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SIX CRITICISM FILTERS

• Are you giving the criticism to truly help the
  other person?
• a. relationship
• b. help

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• Can the person actually change the behavior you
  are criticizing?
• a. enough
• b. training

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• Is this fairly new information?
• a. times
• b. nag

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• Is the timing right?
• a. mood
• b. permission

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• Are you willing to involve the other person in
  the discussion?
• a. hit
• b. revenge

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• What does the other person need the
  mostcriticism or praise?
• a. communication
• b. self-esteem, criticism

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6 FILTERS PRIOR TO CRITICISM

• Are you giving the criticism to help the other
  person?
• Can the person actually change the behavior you
  are criticizing?
• Is this fairly new information?

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6 FILTERS PRIOR TO CRITICISM

• Is the timing right?
• Are you willing to involve the other person in
  the discussion?
• What does the other person need the
  mostcriticism or praise?

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TODAYS OUTLINE

• Strategy 1 Minimize negative communication
• Strategy 2 Construct your criticism --
  carefully
• Strategy 3 Ask for cooperation

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GUIDELINES FOR ASKING

1. Direct
2. Specific
3. Respectful
4. Positive
5. Polite
6. Firm

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HOW TO ASK

• 1. Will you __________________________?
• 2. When you do (positive consequence) .
• 3. If you dont (negative consequence) .