Turning Conflict Into Conversation

Turning Conflict Into Conversation
Duration: 60 Minutes
Module 1 Resources
Recorded on: 2019-12-11
Unit 1 Slide Deck: Turning Conflict Into Conversation
Unit 2 Workbook: Turning Conflict Into Conversation
Unit 3 Recording: Turning Conflict Into Conversation

When people hear about conflict, it conjures thoughts and feelings of betrayal, disappointment, pain or anger, among others. Because of these negative memories and experiences, the most common response is to avoid conflict at all costs. This course proposes a different approach when dealing with conflict which is to see it as an opportunity.

One of Justice Clearinghouse’s regulars and favorites, Dr. Kimberly Miller is back to provide tips and tricks on how to handle conflicts better. Dr. Miller is a renowned resource when it comes to personal, professional and organizational development. Using her strength- and relationship-based approach, she provides her services as a speaker, consultant, trainer, and facilitator to improve individuals and organizations.

Areas she covered in this session include:

  • How people typically view conflict as a negative experience, a competition of right vs. wrong and results in a winner and a loser.
  • The limitations of the traditional approaches to conflict which fails to address the root of the problem and results in more conflict and damaged relationships.
  • How fear, lack of skills, aversion to change and strong desire to be liked cause people to avoid conflict.
  • A look into the conflict cycle and specific instances when avoiding conflict may be the better choice.
  • Looking at conflict as an instance where needs aren’t met and the best way to traverse it is by gaining perspective on what the needs are.
  • How to navigate negative feelings that too often comes with conflict, its origins, and purpose.
  • How conflicts tend to become a blame game that doesn’t resolve the issue and instead puts the focus on the individuals.
  • How the truth varies based on individual values, priorities, and interpretation – from which conflict may arise.
  • The critical skill of listening, why poor listening is inevitable, and how to be an effective listener through curiosity, reflection, and clarification.
  • Breaking down dialogue into its basic components that may reveal and address the root of conflicts.
  • Concepts and learnings to look out for during conversations and how these can de-escalate and resolve conflicts.
  • Reframing conflict as an opportunity to manage stress, understand others, recognize common grounds, and effective methods to come up to a resolution.
  • Topics discussed during the Q&A are:
    • Things that are inherently bad and areas that cannot be negotiated.
    • Navigating conflict as a critical leadership skill to have to retain employees and top talents.
    • How these skills and philosophy can bring a world of difference in any relationship or organization.
    • How to acknowledge emotions someone is feeling without provoking them.


This is part 2 of a two-part series.  Click here to watch for Part 1 “Making Your Words an Asset Not a Liability: How to Improve What You Say & How You Say It.


Audience Comments:

  • “I liked that we were given proper ways to handle conflict and a deeper understanding of how both side of the conflict are probably feeling.” — April
  • “Great takeaways on having the right mindset when going into these tough conversations. The presenter obviously knows her stuff and is very engaging.”  — Angela
  • “I really like the webinars Kimberly facilitates. They are packed full of real strategies for overcoming the subject matter obstacles. I just wish there was more time. There is so much info and good advice, that it is a struggle to capture it all in the time allotted.” — Burma
  • “Today’s training helped me out more than you know. As always, thank you Dr. Kimberly!” — Darren
  • “I found the discussion on self-care and self-moderation enlightening and insightful.” — Glenda
  • “Dr Miller is always great to listen to and provides excellent information.” — Jackie
  • “She’s fabulous. Very engaging and a lot of meat in this.” — Karen
  • “The most valuable part is the presenter. She engages in a personal way (exposing her own humanity) with the subject matter and doesn’t come across as stiff or reading from a script. from a stiff script.” — Marjorie
  • “LOVE Dr. Miller’s presentations and topics. All useful and relevant, in my opinion!” — Michaela



** This webinar has been certified by the National Sheriffs' Association and may be eligible for Continuing Education Units through your POST. Please consult your local certification processes for additional details. Paid subscribers that attend will be able to download a jointly issued attendance certificate that includes the National Sheriffs' Association logo.
Additional Resources
4 years ago
Thoughts on Clear Communication from Dr. Kimberly Miller
Kimberly Miller shared a number of superb insights and tips during her two-part series, Turning Conf […]
4 years ago
Thoughts on Communication from Dr. Kimberly Miller
Love this reminder  Dr. Kimberly Miller made during her two-part webinar series, Turning Conflict i […]
4 years ago
After the Webinar: Turning Conflict into Conversation. Q&A with Dr. Kimberly Miller
Webinar presenter Dr. Kimberly Miller answered a number of your questions after her presentation, Tu […]
4 years ago
The Art of Crisis Leadership
We often think that we’re all prepared and got all bases covered until a crisis hits us. A crisis […]
6 years ago
Bringing Your Best To A Promotional Process
One way to keep employees engaged is by ensuring that they experience growth in their role. One of t […]
6 years ago
Verbal De-Escalation
As a public servant, part of any criminal justice profession is encountering random strangers, even […]
7 years ago
Developing Communication and Emotional Intelligence Skills
The goal of a Field Training and Evaluation Program is the development of high performing, emotional […]