- That conflict is inevitable, unavoidable – even healthy. The existence of conflict
is not the problem, but rather how it is resolved
- How to identify conflicts at work
- How to listen to others’ points of view for better understanding and improved
work relations
- How to express needs and problems openly and honestly without blame, criticism
or finger-pointing
- A proven six-step method for resolving conflicts so that needs (not competing
solutions) get clearly identified and new, more creative solutions are found with
group participation
- How to mediate disputes between team members
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