Working with High-Conflict People as a Manager

Introduction

• Working with high-conflict people

1. High-Conflict People: What You Should Know

• Define high-conflict personality versus high conflict behavior
• Recognize high-conflict behaviors

2. The Challenge Before You

• Change your perspective when in high-conflict situations
• Recognize the four types of irresponsible language

3. Gaining Clarity

• Identify the high-conflict behavior that needs to change
• Three rules of asking for behavior change

4. Power and Position

• How culture affects your ability to talk about high-conflict behavior
• Work story: How power structures affect the communication strategy when addressing high conflict

5. Expanding Conflict Competency

• How to manage resistance when addressing high conflict
• How to courageously call out unwanted behaviors in the moment
• Work story: Increase your capacity for high conflict

6. Strategic Communication Skills

• Listen to increase trust
• Boundaries and consequences in changing high-conflict behavior
• Work story: What to do when high-conflict behaviors have gone on too long