The keynote address will include the “why” behind high conflict situations. Based on brain science, we can understand why some people are defensive, escalate quickly, blame others and generally disrupt. Our training is based on recent brain research that helps us understand each other, which increases empathy for others, thus creating a calmer environment. We focus less on feelings and reflective listening, and more on addressing feelings/emotions through connection techniques and then pivot to focusing on What To Do (skills) rather than getting stuck in the past or in defensiveness.
These skills apply equally for internal and external stakeholders, and even help at home and in the community. Our training focuses on necessary communication skills such as using EAR Statements (empathy, attention, respect) to de-escalate upset people; THINK Actions for shifting upset people into problem-solving by asking for proposals, focusing them on choices, and analyzing options; BIFF Responses for handling hostile email or texts; and setting limits and imposing consequences on extreme behavior.
It’s these communication skills that transform high-conflict behaviors into productive conversations and smaller conflict.
