Conflict Communication: Understanding and Overcoming Conflict in the Workplace February 10, 2015

1. “Expand Your Horizons” Webinar Series
Conflict Communication
February 10, 2015 1:00 – 1:45pm
The Webinar will begin shortly. You can ask
a question in the box on the right hand
side. We will answer them during our Q&A
at the end of the webinar.

2. Presenter:
Renée Gendron – Principal, Vitae Dynamics Inc.
Moderator:
Juliana Dong – Intermediate Financial Policy &
Systems Officer, Transport Canada
2

3. CONFLICT
COMMUNICATION
Understanding and Overcoming Conflict in the
Workplace

4. Recognising Conflict
Difference of opinion:
 Procedural
 Values
 Goals or objectives
 Power
 Rights
 Interests
 Personalities

5. Responses to Conflict
Avoiding
Accommodating
Competing
Compromising
Collaborating

6. Impulse Control

7. EXERCISE ON IMPULSE CONTROL

8. Getting More Information

9. Sources of Information
• Seek out different sources
• Challenge your assumptions
• Challenge your motivations

10. Questions Funnel
• Honing in on what you want to know more about ……..
• ……… then formulating a response

11. EXERCISE ON QUESTIONS
FUNNEL

12. Signs of an angry person
• Gets mad over little things
• Frequently interrupts
• Complains
• Holds a grudge
• Cold-hearted

13. Using the Questions Funnel
• Angry people may not know why they are angry
• Ask open-ended questions to help reduce tension

14. Review
• Conflict is a disagreement
• Control your impulses
• Check for accurate information
• Angry people may not know they are angry or why they
are
• Ask open-ended questions to diffuse an angry person

15. Questions and Answers
15
Cyber Security
• Tuesday, February 24, 2015 at 1:00pm EST
• Panelists:
• Les Wong – Director, Cyber Threat
Evaluation Centre, Communications
Security Establishment of Canada
• Ewan Willars – Director of Policy,
ACCA Global
A Conversation with Nova Scotia’s new
Auditor General
• Thursday, March 12, 2015 at 12:00pm EST
• Presenter:
• Michael Pickup, CA – Auditor General
of Nova Scotia
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