Chapter 3 – Communication and Conflict Resolution
In the first two chapters, we explored some critical components of how to connect with a colleague that we are leading or training, but that doesn’t mean that conflict disappears. As long as there are differing points of views and ways for communication to fail, then conflict will always exist. In this session, we will explore communication and how conflict can escalate, as well as review techniques of how to de-escalate it. Upon completion of this session, you will be able to determine common factors that cause conflict, as well as the steps to de-escalate and have a critical conversation. This session concludes with several scenarios that are common to the workplace so that you can use this information to consider how you might solve them in the future.