The Top 10 Techniques for Dealing with Conflict

The Top 10 Techniques for Dealing with Conflict
Duration: 60 Minutes
Module 1Module 1
Recorded on: 2022-11-17
Unit 1Presentation Materials: The Top 10 Techniques for Dealing with Conflict
Unit 2Transcript: The Top 10 Techniques for Dealing with Conflict
Unit 3Workbook: The Top 10 Techniques for Dealing with Conflict
Unit 4Recording: The Top 10 Techniques for Dealing with Conflict

One of the things that most people tend to avoid and have problem dealing with is conflict. The reason? A lot of us are not trained how to handle it and in the event that we do, we tend to default to our primeval responses – to either fight, flight, or freeze. This webinar walks us through techniques to deal with conflicts – be it in the professional setting or our personal lives.

This session’s instructor is Margaret Crowley, the owner of Crowley Mediation, a firm providing mediation services for different issues including workplace conflict and has mediated more than 1,000 cases.  Margaret previously served as a Civil Deputy District Attorney in Nevada for over 15 years.

Specifics of her presentation tackled:

  • An exercise that demonstrates people’s thoughts about and associations with conflict and our need to view conflict from a different lens to better resolve it.
  • How choosing the appropriate time to have conflict conversations is critical in its outcome and the science behind this.
  • A rundown of the signs of fight, flight, or freeze response to look out for to figure out if it is indeed a good time to have the conversation and engage with the other person.
  • Elements to consider when selecting the place to have the conversation and the benefits of going virtual instead of face-to-face.
  • The value of active listening when dealing with conflict – its benefits, the steps to effective active listening based on the HURIER model, what it looks like, and the goal of active listening.
  • The importance of acknowledging the other person’s thoughts and emotions and what it sounds like to do so effectively.
  • What “I” messages are, the formula for a successful “I” message, and using this to better communicate our feelings, thoughts and desires in hopes of facilitating conflict resolution.
  • The central role of emotional intelligence (EQ) during conflict resolution.
    • How its pillars of self-awareness, self-management, social awareness, and relationship management allows us to better understand and regulate ourselves and interact with others.
    • How EQ skills creates better likelihood for success, how unlike IQ, EQ can be enhanced, and specific steps to take to improve emotional intelligence.
  • What empathy is, how it differs from sympathy, its benefits, and ways to cultivate it.
  • The power of building rapport in fostering connection, things we can do to build rapport, and examples of behaviors that destroy it.
  • The value in looking at the interest and why behind the position held by the other person.
    • How this overcomes being stuck and finds a compromise that works for each party.
    • How asking open-ended questions facilitate better interaction to get to the interest behind a position.
  • Shifting from emotions and aiming to understand to operating on logic to come up with plans for amenable solutions to close the loop.
    • Using hypothetical questions to get the parties involved to step back from the conflict and shift to the positive and solution.
    • The balancing act required and the importance of not rushing this step for it to actually work.
  • Working with a someone who is uncooperative and may seem vindictive or narcissistic.


Other Webinars with This Speaker


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Resources and Handouts


Audience Comments

  • “I especially noted the part of “acknowledging the emotions of the speakers, matching their emotional intensity, and NOT dealing with or solving the problem itself” while actively listening.” — Sherri
  • “Explaining active listening and emotional intelligence were the most valuable parts.” — Sandra
  • “Just great reminders about skills we need to continue to work on.” — Tracy
  • Loved this. Listening and communication is the key! I’ve spent most of my life avoiding conflict. And I’m not sure at this stage if I can learn something new, but I’m going to try. Thanks! — Elaine
  • This is a skill so constant reinforcement is helpful. I just had a situation where I applied some of the techniques, but this walk through made me realize where I had not applied all. I see where it might have made a difference. I think leaving more time for sharing out examples or questions would be helpful. — Madeline
  • A very well structured and well-defined informative presentation. It is remarkable how professionalism can make things really much easier for such a difficult topic. Thank you very much. — Gavriil
  • Thank you for doing these webinars, they are always informative! — Jennifer
  • Great Session and Presenter! — Dan
  • Appreciated the discussion on empathy. We have a current situation that is causing significant challenges between a supervisor and her subordinates. We are probably not approaching the manager in the best way to show support and get her buy-in to problem solving. — Diana
  • “For my new employee just starting out in this business, this was very beneficial.” — Cris
  • “Fantastic detail that is so helpful. I appreciated the method to outline the details of each of the 10 conflicts. Thank you.” — Cheryl
  • “I obtained additional tools to aid me in peacefully resolving conflicts inside and outside our business.” — Ray
  • “The well-organized, comprehensive overview and additional resources, i.e. books and other experts whose work is relevant. Good examples. [The video] was very clear and effectively illustrated the key difference between active listening and not actively listening.”– Mary



This webinar has been pre-approved by the Maine Animal Welfare Program for 1 Continuing Education Unit for the State of Maine’s ACO annual training. You can find more information about Certification, required annual training or submitting materials for credit at Maine’s Animal Control Officer Resource Page.




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