Managing Conflict-Managing Conflict

Video Transcription

Video Summary

The video transcript covers the topic of conflict management. It begins with some housekeeping notes for the Zoom session, such as using the Q&A feature and having a strong internet connection. The sponsor for the session, HBS Systems, is introduced by their Director of Sales, Greg Bennett. He discusses HBS Systems' ability to help dealers excel in a changing consumer landscape through their software and support services. The focus then shifts to the speaker for the session, Alexis Gladstone, who has extensive experience in coaching and workplace diversity. Alexis discusses the cost of conflict and dispels some myths surrounding it. She introduces two cycles of conflict, destructive and constructive, and explains how conflict can be a relationship builder, a motivation for change, and lead to creative solutions when managed well. Alexis goes on to discuss common triggers and behaviors associated with conflict, emphasizing the importance of open-ended questions, active listening, and communication skills in managing conflict. She introduces the Thomas Kilman model, which identifies five conflict management styles: competing, collaborating, compromising, avoiding, and accommodating. Alexis concludes by outlining steps for resolving conflict, which include clarifying the issue, generating options, choosing a solution, and committing to action.

Keywords

conflict management

HBS Systems

Alexis Gladstone

destructive and constructive cycles

communication skills

Thomas Kilman model

common triggers

resolving conflict

creative solutions