The Secret Sauce

The Secret Sauce for Powerful Conflict Resolution As professionals in customer and support services, you know that a huge part of the job is handling hot button conversations. Of course you already know the importance of Active Listening, Validating Concerns, Managing Expectations, and Problem Solving, but do you know about the “Secret Sauce”? The “Secret Sauce” is the ability to know what is really going on under the surface. It is the VALUES conversation. You have had the VALUES conversation many, many times. Each time you hear “It is the principle of the thing!” or “It just isn’t right …” or “I am willing to go all the way to resolve this” or “You will hear from my lawyer!”, a VALUES conversation was happening. So what can you do? Learn “How to Negotiate with the Devil” while maintaining your values, integrity, and honor. You will learn how to:  Recognize the Values Conversation  Determine what the argument is REALLY about  Artfully Negotiate a lasting resolution  Laugh (at least once)

Conflict Management Strategies, Inc www.managingconflict.com 253-219-5532