“Expand Your Horizons” Webinar Series

Conflict CommunicationFebruary 10, 2015 1:00 – 1:45pm

The Webinar will begin shortly. You can ask a question in the box on the right hand side. We will answer them

during our Q&A at the end of the webinar.

Presenter:Renée Gendron – Principal, Vitae Dynamics Inc.

Moderator:Juliana Dong – Intermediate Financial Policy & Systems Officer, Transport Canada

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CONFLICT COMMUNICATIONUnderstanding and Overcoming Conflict in the Workplace

Recognising ConflictDifference of opinion:

Procedural Values Goals or objectives Power Rights Interests Personalities

Responses to Conflict

Avoiding

Accommodating

Competing

Compromising

Collaborating

Impulse Control

EXERCISE ON IMPULSE CONTROL

Getting More Information

Sources of Information

• Seek out different sources

• Challenge your assumptions

• Challenge your motivations

Questions Funnel • Honing in on what you want to know more about ……..

• ……… then formulating a response

EXERCISE ON QUESTIONS FUNNEL

Signs of an angry person • Gets mad over little things

• Frequently interrupts

• Complains

• Holds a grudge

• Cold-hearted

Using the Questions Funnel• Angry people may not know why they are angry

• Ask open-ended questions to help reduce tension

Review• Conflict is a disagreement

• Control your impulses

• Check for accurate information

• Angry people may not know they are angry or why they are

• Ask open-ended questions to diffuse an angry person

Questions and Answers

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Cyber Security• Tuesday, February 24, 2015 at 1:00pm EST• Panelists:

• Les Wong – Director, Cyber Threat Evaluation Centre, Communications Security Establishment of Canada

• Ewan Willars – Director of Policy, ACCA Global

A Conversation with Nova Scotia’s new Auditor General• Thursday, March 12, 2015 at 12:00pm EST• Presenter:

• Michael Pickup, CA – Auditor General of Nova Scotia

Upcoming Webinars

Register at www.fmi.ca/events/webinars