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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

Part 4: Quick Techniques

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 recording summarizing parts of this series, conducted on Sep 26, is available. click here.

  • Part 1 includes a self-assessment, followed by a conflict flowchart, depicting traditional "fight or flight" on the left, and the more positive "desire to learn" on the right.
  • Part 2 divides conflict into 52 subcategories and, based on self-selected characteristics that you or another exhibit, gives a pseudo "artificial intelligence" PowerPoint indexing model of clarifications and solutions.
  • Part 3 exhibits the R.I.D. model (Recognize, Identify, and Deflect) for conflict, coupled with conflict recognition and avoidance using Gregory Bateson's model of Logical Levels.
  • Part 4 shows quick techniques to avoid escalation of criticism, plus a change in languaging called "sleight of mouth" to turn conflict into chemistry.

Abstract: 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.

Conducted Wed. January 2, 2013

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To order other parts of the series, click here.

On Demand DVD now available when ordered along with recording below.  To add this to your order, click here first or learn more.

"On Demand" recording $24.95

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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