Page 137 - FLL Virtual Binder 2018

Summary of Key Concepts and Techniques
ü Understand the importance of differences in a Continuous Improvement Environment in order to engage people in problem solving
ü Raise awareness of how values impact behaviour
ü Understand the spectrum of conflict
ü Identify the root causes of conflict to properly assess the issue
ü Identify your default conflict management styles and know how to adapt it to different situations
ü Apply the C.P.R. model for resolving conflict
ü Apply “Words That Work” techniques to reduce misunderstanding and de-
escalate tension
ü Apply strategies for dealing with difficult people
Handle them carefully, for words have more power than atom bombs. (Pearl Strachan)
Front Line Leadership Module: Dealing with Differences
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