Helping your employees adopt the concept that conflict is neutral—and that it's up to each of us to find the gift in conflict—helps the conflict resolution process immeasurably and provides a foundational metaphor for your work.
When we take responsibility for our own behavior, we also regain control of our lives.
—Kerry Patterson, Joseph Grenny, Ron McMillan, and Al Switzler, Crucial Conversations
In the first individual session, in which you meet with each person for the first time, your purpose is to discover whether the parties have the ability to change and are willing to commit to the process you will describe to them. Specifically, you are seeking to determine if they will try to understand ...