It seems society is more divided than ever, and that tumult presents itself in our daily lives. For frontline employees there is often an expectation to “keep the peace” while dealing with challenging personalities and situations.

Sometimes, people who feel “wronged” are intent on venting their anger and direct that toward staff and other members of the public. It can be challenging to solve problems and understand others when you feel personally attacked for things outside of your control.

When frontline workers try to explain policies, it can often lead to escalation rather than resolution because people don’t feel like heard or understood.

This keynote, presented by the National Conflict Resolution Center, will help participants de-escalate conflict by:

• Seeing beyond the “complaint” to the underlying need of the other person.
• Recognizing the importance of solving problems with members of the public.
• Respectfully responding to the emotions of others to achieve better outcomes.

Learning how to have difficult conversations can be challenging whether at work, in your community, or at home. However, with the right skills, you can more effectively process and resolve conflict.

Through a blend of presentation, discussion, and exercises, this workshop will equip you with the tools you need to turn a confrontational discussion into a respectful, inclusive, and productive conversation. You will:

• Explore techniques to improve your response when you feel verbally confronted or need to enter a difficult negotiation.
• Develop a deeper understanding of how others perceive and process conflict to improve how you communicate.
• Gain new insights into your relationships and how to adapt your style to work more effectively with friends and colleagues.

If you feel like we’ve lost the ability to have respectful disagreement, you’re not alone. Workplaces are seeing more employees verbally attacking one another and/or avoiding problems, which can lead to lower morale and productivity.

Healthy disagreement is a critical part of a high-performing team, allowing team members to share diverse opinions and ideas that foster creativity and innovation. This workshop helps participants:

• Learn the benefits of healthy conflict/disagreement.
• Understand how our society became so polarized.
• Create safe space for teams to present differing viewpoints.
• Turn conflict from something toxic into an opportunity for growth.

Ready to learn how to have difficult conversations that are both respectful AND productive, even with people who hold differing views? The National Conflict Resolution Center (NCRC) has developed the “Dialogue in Divisive Times” workshop to help participants navigate differences constructively, manage and de-escalate conflict with confidence, and foster mutual understanding.

The training will give participants tools to:

• Set up conversations for success by considering certain factors that influence our perceptions.
• Identify the needs and values at play.
• Consider their role in the conflict and how to find common ground.
• Identify biases and how they affect our ability to communicate openly and constructively.
• Explore America’s divisions today, both real and imagined.
• Share their perspective in a non-confrontational way as part of collaborative problem-solving.