Conflict Resolution:

Navigating Difficult
Conversations
Presented By: Thomas Cook
 Hello!
I am Thomas Cook
I am here to facilitate a
conversation around
navigating conflict and to
help give you a structure
around difficult
conversations.

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 Communication Choices
You drive through McDonalds and get your lunch only
to discover they forgot your Fries.
✘ A) go back in and slam the door open, fling the straws and ketchup
packets on the floor, demand to see the manager, grab her by the shirt and
“scream you forgot my fries”
✘ B) Do nothing, you didn't really want the fries anyway
✘ C) Go back in slam the door open, and huff and puff around until someone
notices you and asks you whats wrong. You respond with dirty looks and
say “Nothing…. You wouldn’t understand
✘ D) Return into the restaurant, politely but firmly explain that your fries
were not in the bag, and ask for your fries

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Four Styles of Communication
✘ Aggressive

✘ Passive

✘ Passive Aggressive

✘ Assertive

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 1.
Reflection
When in conflict how do you normally
communicate.
CFR or CFOR
✘ Concern
✘ Feeling
✘ Ownership
✘ Request

Keys for Success: Feedback tool, great way to bring things up

before they fester.

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 2.
Reflection
Use either a CFR or CFOR to express a concern
for a conflict. This can be something you made
up or a past conflict you had.
VOMP
✘ Voice
✘ Ownership
✘ eMpathy
✘ Plan
Keys for Success: Encourage I statements and discourage but
you statements. Best in smaller groups with people directly
impacted. Dont always have to go through full structure, just a
foundation to get things started.

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 3.
Reflection
How can these tool be useful in your current
roles? Working with students, other staff or
classmates?
Questions?

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