1. What causes conflict in the workplace?
  2. Identifying and managing your personal reactions to conflict
  3. How to defuse emotion
  4. Your choices when in conflict:
    • Avoiding
    • Accommodating
    • Compromising
    • Competing
    • Collaborating
  1. Use “Triangulation” to focus on the problem, not the person
  2. Words and phrases to keep others off the defensive
  3. Positive problem-solving without finger-pointing and blaming