Phone: 602-721-3680     Contact Us
Training & Workshops

Collaboration Skills Resolving Conflict
- Resolving Options


Meetings, Meetings, Meetings.

The vast majority of improvement team work, and business in general, is conducted through a series of meetings with a wide variety of team members, personalities, and opinions. All too often these meetings are either slowed or derailed by what many call conflict. These meetings can include two people or many people.

Sometimes conflict is disabling, preventing future progress. Sometimes conflict is laughable upon discovering a misunderstanding.

Conflict is in large part the emotional reaction we experience when we think a particular way.

Dialogue is a Strategy for Resolving Conflict.

"Resolving" conflict requires understanding its components and sources.

The components and sources are often merely different points of view -- some personality-based, some issue-based. When meeting participants think about conflict this way, and pursue understanding the options available, rather than focusing on personalities and egos, they often learn about the benefits and limitations of the options.

Dialogue is an effective technique to help participants consider options. Dialogue is a conversation that generates new knowledge. Dialogue is a catalyst for learning.


  • Prepare you and your leadership team to communicate more openly and effectively
  • Make better decisions
  • Build better support for decisions to assure successful implementation
  • Build team's ability to handle conflict and change
  • Accelerate company improvement and innovation initiatives
  • Turn good thinking into a significant competitive advantage


  • Executive Leaders and their teams
  • Project Managers and their teams
  • Divisional Managers and their teams
  • Supervisors and their teams
  • Anyone who wants to improve their organization's results by developing effective communication strategies and skills that drive an organization's improvement and innovation initiatives


Significantly low tolerance for internal politics, hidden agendas, and wasteful meetings.


  1. Introduction: Seminar overview. goals, introductions, assumptions, ground rules
  2. Types of Conflict: political, interpersonal, intrapersonal
  3. Why People Argue: Discuss and compare the causes of conflict; intrapersonal considerations; role of diversity; use of analysis tools (DISC, Myers Briggs, etc)
  4. Interpersonal Conflict: Consider role of thinking style and attitude; consider historical models of conflict resolution and their success; introduce and practice a model to organize contributing factors.
  5. Interpersonal Conflict - Resolution Techniques: Roger Fisher's 5 Step Process (a. separate people from problem, b. focus on interests, not position, c. invent options, d. rely on objective criteria and data, e. develop back up alternatives before starting conversation). This section is supported by a series of techniques to exercise each of these steps, including role plays.
  6. Group Conflict: Consider role of thinking style and attitude; consider historical models of conflict resolution and their success.
  7. Group Conflict - Resolution Techniques: Practice a series of steps to help groups move past conflict and build consensus. Each step is supported by a series of techniques students will practice and evaluate; we will select techniques from the chart that are most appropriate to your organization.
  8. Organizational and Culture Considerations; a presentation by your company's legal department outlining do's and don'ts in dealing with conflict in your company
  9. Organization-wide Opportunities to Reduce Conflict: Building a culture which proactively promotes open communication.
  10. Next Steps: Plan for your successful implementation of this new thinking

Seminar Approach

In my experience, the tools (flow charts, fish bone diagrams, run charts, etc.), the hard stuff, is easy. The people stuff (working through conflict, getting things done with a variety of points of view, etc.) the soft stuff, is hard. The good news, people can learn to have more effective meetings.

This hands-on seminar or facilitated meeting provides a number of exercises to help you develop improved thinking, approaches and skills that allow you to move past conflict and work more effectively, both in one-on-one relationships and group situations - in all sorts of meetings.

Due to the company specific business goals and cultural considerations, each presentation is customized to make the best use of client time and effort.

The joke goes, "When fish get together to talk about their problems, they never talk about the water." This seminar teaches companies to talk about the water.


This is a very interactive two-day workshop. We practice the concepts and tools on real company issues.

MASET, LLC    P. O. Box 11663    Chandler, AZ 85248
Phone: 602-721-3680     Fax 480-802-4710

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