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MASTERING CONFLICT RESOLUTION SKILLS:

MASTERING CONFLICT RESOLUTION SKILLS:. Dr. Alan Zimmerman, CSP, CPAE Speaker Hall of Fame. TODAY’S OUTLINE. Strategy #1: Minimize negative communication Strategy #2: Construct your criticism -- carefully Strategy #3: Ask for cooperation. TODAY’S OUTLINE.

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MASTERING CONFLICT RESOLUTION SKILLS:

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  1. MASTERING CONFLICT RESOLUTION SKILLS: Dr. Alan Zimmerman, CSP, CPAE Speaker Hall of Fame

  2. TODAY’S OUTLINE • Strategy #1: Minimize negative communication • Strategy #2: Construct your criticism -- carefully • Strategy #3: Ask for cooperation

  3. TODAY’S OUTLINE • Strategy #1: Minimize negative communication

  4. KILLER THOUGHTS and STATEMENTS

  5. TODAY’S OUTLINE • Strategy #1: Minimize negative communication • Strategy #2: Construct your criticism -- carefully

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

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

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

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

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

  11. What does the other person need the most—criticism or praise? a. communication b. self-esteem, criticism

  12. 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?

  13. 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 most—criticism or praise?

  14. TODAY’S OUTLINE • Strategy #1: Minimize negative communication • Strategy #2: Construct your criticism -- carefully • Strategy #3: Ask for cooperation

  15. GUIDELINES FOR ASKING • Direct • Specific • Respectful • Positive • Polite • Firm

  16. HOW TO ASK 1. Will you __________________________? 2. When you do (positive consequence) . 3. If you don’t (negative consequence) .

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