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Trainer’s Tip: Conflict Resolution


How do you prevent a difference in opinion becoming a full-scale conflict? Rich Lucas has some advice.

I'm an approved self protection instructor, we deal with conflict resolution with an ABC method
A - Avoid conflict if possible, prevention is the best cure.
B - Breathe deeply, don't take it personally or get upset.
C - Control your emotions and reactions.

Finally, A gentle answer turns away wrath, rather than try to battle each other down, respond peacefully and the conflict will soon fizzle out.

3 Responses

  1. D and E!
    I like the mnemonic and suggest extending it at the risk of removing some of its simplicity! I believe Rich is focusing on self management here which is essential in conflict resolution. It’s equally essential for effective results to focus on relationship managagement and increasing your awareness of the other person/party’s perspective. So how about:
    D – detach, achieve some objectivity
    E – Empathise, see the situation from the other person’s point of view.

  2. D and E
    Hi Maureen

    I’d agree, the one thing we can control is our perception and reaction, the D and E certainly provide the next step after the “instinctive” fire has been put out and clears the way forward

  3. Crafty Listening
    Crafty Listening is a model that I’ve been developing for a while.
    It works as a framework for communicating, even if the Other Person is antagonistic and contrary.

    YES (Intelligent Optimism)

    I coach people in Crafty Listening through workshops, training events, recordings talks and articles.
    It is an excellent attitude for rapport building that helps to resolve – or even to preclude – conflict.

    Go well


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