Conflict is inevitable, and can occur in many forms. In essence, conflict can occur anytime two or more people do not agree. This disagreement can lead to frustration which can then develop rapidly into anger and finally, if not handled, can degenerate to aggression and other forms of irrational behavior.
The outcome of conflict situations can vary greatly based upon the role each participant plays in the conflict. In this program, participants will better understand and learn some of the core principles of de-escalating internal and external conflict situations as well as the importance of maintaining their focus on achieving a peaceful resolution.
Participants will learn and begin to master:
• An awareness of the signs and triggers of an escalating conflict
• Verbal de-escalation techniques that work
• Wanting to argue and to “be right” that you are wrong
Presenter: Andrew Sanderbeck
Andrew has been developing and conducting training seminars for libraries and library organizations for more than fifteen years. He has presented Web-based, On-line, and Face-to-Face sessions on Management and Leadership, Customer Service and Communication Skills in the U.S. and numerous countries around the world. He is the author of two books and over 50 webinars.