Responding to Conflict Strategies for Improved Communication

This guide focuses on strategies for improved communication in conflict situations. It outlines the learning objectives, including identifying underlying causes of conflict and determining flexible responses to personal and professional conflicts. The document defines conflict and distinguishes between disagreement and conflict, detailing the five levels of conflict and barriers to managing it. It emphasizes the importance of assessing personal feelings in response to conflict and applying models such as the P-U-R-R model. The guide also discusses the role of trust in minimizing conflict, describing the four cornerstones of building trust and how trust can be lost and regained. Additionally, it provides strategies for handling difficult behavior and outlines a five-step approach to mapping conflict. The document concludes with techniques for resolving conflict situations by applying various skills and strategies learned throughout the seminar.