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Conflict Resolution


Other WEBinars


Managing Projects Well

Requirements Gathering

Scenario and Strategic Thinking

Conflict Resolution

Critical Thinking

Winning Negotiations

Boot Camp for Software Quality

Words that Change Minds

Cost of Quality

Mission and Vision Planning

Strategic Partnering

Quality as a Way of Life

Master Facilitation

Getting Your Point Across

Building a World Class Organization




Quality Assurance Campus

Quality Assurance Institute of India

Quality Investment in People


Conflict Management series

Conflict 4 part series

Abstract: This four-part series deals with conflict and conflict resolution and management in an entirely new way.  It is appropriate for both personal and professional use, for technical and management professionals, in industry and government.  It is both prevention and correction based.

FREE PREVIEW: A FREE WEBinar summarizing all 4 parts of this series was conducted on Sep 26, 1 pm EDT. To view, click here.

Part 1 

Part 1 will have you self-assess whether your conflict situation is chiefly an attitude challenge (simply difficult), a conflict challenge (strategically difficult), or a facilitation challenge ("situationally" difficult).  

Then, we will fully describe the Conflict Flowchart. This flowchart shows the path of a "damager" on the left and a "manager" on the right. The less desirable left hand side describes the path of overt and covert control, power struggles, blame, victimhood, and compliance. The more positive right hand side depicts the desire to learn and reflect, be part of a team, taking the more peaceful path of being a healer rather than a hurter.  

Part 2

Part 2 divides conflict into 52 subcategories.  Participants will self-select subcategories that they either fall into or have seen in others.  Based on participant responses, more details will be provided for each selected subcategory, including solutions.

Special indexing methods and a pseudo "artificial intelligence" powerpoint indexing model of clarifications and solutions facilitates the process.  This model can be used to identify future problems as well as participant-selected issues.

Part 3

Part 3 exhibits the R.I.D. model (Recognize, Identify, and Deflect) for conflict.  The steps within this simple acronym (Get R.I.D. of Conflict) give you a pathway to minimize, correct, or prevent conflict.

Then, we describe in depth Gregory Bateson's model of Logical Levels.  This model (Identity, Belief, Capability, Behavior, Environment) often shows mismatched "levels" when conflict escalates.  Procedures are introduced for diagnosing levels in operation during conflict, matching levels, and working your way down maintaining rapport and matching as you go.

Part 4 

Part 4 shows quick techniques to avoid escalation of criticism, such as "get curious not furious".  Some "silver bullets" to maximize agreement are shared.

The program includes a change in languaging called "slight of mouth" to turn conflict into chemistry.  Frequently, negative and possibly inflammatory remarks can be reframed with positive, re-directing questions.  This causes a shift in energy and more beneficial results.

Live!  Wed. December 5, 2012 - January 2, 2013

Wed. October 10, 2012
Wed. November 7, 2012
Wed. December 5, 2012
Wed. January 2, 2013

Register Now 

Order all parts in the series for $84.95, a $14.85 discount! 

All WEBinars now 1 hour and 15 minutes in length.

To order some segments as you choose

   $24.95 each

   1. Conflict Flowchart                                    To order, click here.
   2. Conflict Assessment                               To order, click here.
   3. RID Model                                                  To order, click here.
   4. Quick Techniques                                    To order, click here.

Order all 4 below for $84.95, a $14.85 discount!

Parts 1 thru 4, Conflict $84.95

Key Objectives

Note: For more detail on the key learning objectives of the full course go to Conflicts Course.

About the speaker: 
Stephen A. Bender, PMP, CSQA, CSTE, CQE

Steve Bender, President of The Quality Connection, is a management consultant, past Senior Examiner for New York State's Excelsior Award, and veteran in Quality Assurance. He holds Bachelor's (BSEE, '69) and Master's (MSCS, '71) degrees from Rensselaer Polytechnic Institute, and was listed in The Yearbook of Authorities, Experts, and Spokespersons and is a Life Member of the International Registry of Who's Who. He has participated in numerous areas in information technology, service, manufacturing, human resources, executive management, and strategic management consulting. With extensive experience in Total Quality Management and rapid culture change added to over 30 years in Information Systems, his interactive style is known to thousands of attendees.  more->

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Recertification credits: 1.25 PDU (PMI).  No CPE recertification credits for QAI except for live WEBinars.



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