Donít look where you fall, but where you slipped. Ė African proverb
Conflict Management series
Part 1 The Conflict Flowchart
this first part of a 4-part series, we will have you
self-assess whether your conflict situation is chiefly
an attitude challenge (simply difficult), a conflict
challenge (strategically difficult), or a facilitation
challenge ("situationally" difficult).
Then, we will fully describe the Conflict Flowchart.
This flowchart shows the path of a "damager"
on the left and a "manager" on the
right. The less desirable left hand side
describes the path of overt and covert control, power
struggles, blame, victimhood, and compliance.
The more positive right hand side depicts the desire
to learn and reflect, be part of a team, taking the
more peaceful path of being a healer rather than a
FREE PREVIEW: A FREE WEBinar recording summarizing
parts of this series, conducted on Sep 26, is
This four-part series deals with conflict and conflict
resolution and management in an entirely new
way. It is appropriate for both personal and
professional use, for technical and management
professionals, in industry and government. It is
both prevention and correction based.
- Part 1 includes a self-assessment, followed by a
conflict flowchart, depicting traditional
"fight or flight" on the left, and the
more positive "desire to learn" on the
- Part 2 divides conflict into 52 subcategories
and, based on self-selected characteristics that
you or another exhibit, gives a pseudo
"artificial intelligence" PowerPoint
indexing model of clarifications and solutions.
- Part 3 exhibits the R.I.D. model (Recognize,
Identify, and Deflect) for conflict,
coupled with conflict recognition and avoidance
using Gregory Bateson's model of Logical Levels.
- Part 4 shows quick techniques to avoid
escalation of criticism, plus a change in
languaging called "slight of mouth" to
turn conflict into chemistry.
October 10, 2012
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Note: For more detail on the key learning
objectives of the full course go to Conflicts
Stephen A. Bender, PMP, CSQA, CSTE, CQE
Steve Bender, President of The Quality Connection, is a
management consultant, past Senior Examiner for New York
State's Excelsior Award, and veteran in Quality Assurance.
Bachelor's (BSEE, '69) and Master's (MSCS, '71) degrees
from Rensselaer Polytechnic Institute, and was listed in The
Yearbook of Authorities, Experts, and Spokespersons and
is a Life Member of the International Registry of Who's
Who. He has participated in numerous areas in
information technology, service, manufacturing, human
resources, executive management, and strategic management
consulting. With extensive experience in Total Quality
Management and rapid culture change added to over 30 years
in Information Systems, his interactive style is known to
thousands of attendees. more->
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