Managing Conflict: Creating the Best Outcomes from Tough Situations


Recorded 15 August 2017

Creative, engaging work environments bring people together to generate ideas. Those interactions can produce disagreement, which can result in conflict. As a leader in your organization, you need to know how to manage conflicts, whether they involve you personally, or you are asked to mediate others. How can you handle yourself in the most professional manner when faced with a colleague who is hurt, disappointed, frustrated, angry or even hostile?

We’ll address one-to-one interactions and what can be done to improve how you manage conflict at work. We’ll cover ways you can manage your own behavior to minimize difficult situations, and ways you can help others resolve disputes.

Key Takeaways:

  • Increase confidence for communicating constructive messages.
  • Understand how to manage your own energy to minimize challenging conversations for yourself.
  • Learn basic mediation techniques that will help you resolve conflicts between others.
  • Effectively communicate during hostile or emotional conversations.

Here you will find a PDF of the slides for your reference.

Presenter/Jay Sullivan 
helps professionals have greater impact by teaching them to focus on the needs of their audiences, in both groups or in one-on-one coaching arrangements. He works closely with the learning and development professionals at many global organizations to customize communication skills solutions for their teams. Prior to joining Exec I Comm, Sullivan spent nine years as a practicing attorney. He is also the author of Simply Said: Communicating Better at Work and Beyond.

4 Responses to “Managing Conflict: Creating the Best Outcomes from Tough Situations”

  1. 6144408

    I missed this one. Is it possible for members who weren’t able to register to get a copy?

  2. Samantha Wilding

    Loved the section on getting rid of ‘qualifying language’. Kind of, sort of, basically – all these are becoming endemic in English these days, even here in the UK.