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Resolving conflicts
01:51

Defining conflict
04:30
Common reactions to conflict
03:59
The effect of leadership on conflict
03:58
Four steps for resolving conflict
03:39

Listening for content
03:53
Listening for values
03:16
Listening for feelings
03:46
Check for understanding
03:36

Body language
04:39
Responding vs. reacting
04:18
Assertive vs. aggressive
04:02
Compassionate vs. indifferent
03:19

Engage rather than avoid
03:36
Keep them talking
03:38
Getting to the heart of it
02:43
Summarizing using paraphrasing
03:38

Brainstorming solutions
03:07
Testing solutions
04:11
Getting to agreement
03:55
Closing out the conversation
03:06

Conflict during crisis
03:52
Chronic conflict
03:48
Passive aggressive conflict
04:02
Expected conflict
04:01

Your path forward to resolve conflict
01:49

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00:00

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