Developing Conflict Awareness
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Define Conflict
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Explain the Difference Between Disagreement and Conflict
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Describe the Five Levels of a Conflict
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Describe Barriers to Managing and Resolving Conflict
Responding to Conflict
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Identify Your Own Personal Feelings and Actions in Response to Conflict
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Ally the P-U-R-R Model to Demonstrate Understanding and Application
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Apply the Validating Process
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Distinguish Between Listening for Thoughts and Listening for Feelings in a Conversation
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Explain That Meaning Often Comes from the Context of the Relationship Rather Than the Intrinsic Definition of the Words Used
Conflict Strategies
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Identify Your Preferred Strategy or Strategies for Responding to Conflict
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Identify the Five Conflict Strategies
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Analyze Examples and Recommend Appropriate Strategies to Minimize or Manage Conflict
The Role of Trust in Minimizing Conflict
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Describe the Four “Cs” as the Cornerstones of Building Trust
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Explain How Trust Is Lost and Regained, and How Transparency Validates Trust
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Identify Interests Behind Positions
Moving Beyond Conflict
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Describe How Relationship Conflict and Content Conflict Should Be Handled Differently
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Demonstrate How to Turn Potential Disagreements into Discussion By Applying the Model to Disagree
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Identify and Practice Assertiveness Tools and Strategies
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Detoxify Emotional Statements, and Devise Alternative Ways to Express the Message Behind the Emotional Statement
Dealing with Difficult Behaviors
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Explain the Difference Between Difficult People and Difficult Behavior
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Describe an Understanding of Handling Passive Behavior
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Describe a Strategy for Handling Passive or Aggressive Behavior
Mapping Conflict
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Map a Conflict Using a Five-Step Approach
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Explore a Given Conflict from Various “Viewing Points”
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Separate Interests from Positions in a Specific Conflict
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Select a Conflict Strategy Appropriate to Address a Specific Goal
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Demonstrate the Implementation of the Chosen Conflict Strategy
Thunderstorms
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Apply a Combination of Skills, Techniques, and Ideas Presented Throughout This Seminar to a Conflict Situation (Called a “Thunderstorm”)
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Demonstrate the Application of Appropriate Conflict Strategies to Address the “Thunderstorm”