Resolving Conflict - Cutting Edge Communication Comedy Series

As Carol’s manager, Serena has observed that she is egotistical and doesn’t listen. Serena notes that conflicts often occur in the workplace because people are territorial, aloof, negative or antagonistic. People need to learn to respect individual differences; they may be experiencing difficulties elsewhere in their lives. You must manage your own emotions, particularly when feeling overwhelmed or stressed. When Serena feels upset, she adopts a bland expression (even if she is screaming or crying internally). People should be factual – not attacking or defensive. Sam points out to Michael how he is overly critical of Sam’s policy work. Alex and Sam role-play a customer dissatisfied with a product; demonstrating how to acknowledge and apologize. They recognize it is best to follow rules and find common ground – to hold relationships together, despite people’s differences. Focus on fixing, not frustration – this is tough for Michael, who complains about messy areas, but must learn to take responsibility himself and remedy them.

Key Learning Points

Don’t let a conflict at work escalate. Learn to resolve issues effectively.

RESOLVE CONFLICT EFFECTIVELY

• Don’t be rude and lose control
  INSTEAD: Manage own emotions and be respectful
• Don’t attack or be defensive
  INSTEAD: Be factual and communicate openly
• Don’t stop caring
  INSTEAD: Acknowledge and apologize
• Don’t get frustrated and give up
• INSTEAD: Find common ground and follow rules

Comedy makes learning fun

This course is part of the Cutting Edge Communication Comedy Series, created by Psychologist Eve Ash and comedienne Erin Brown, starring Emmy-award winning Kim Estes. A powerful training series covering topics every workplace needs to address. Short, sharp and funny with simple messages and skills for everyone.

Cutting Edge Communication follows several characters through a landscape of social faux pas, insult and embarrassment. This series will amaze and enter-train, covering important lessons in human interaction, motivation, leadership, service, unprofessional behavior, apologizing, negotiating, stress, difficult people among many other workplace hot button issues.

Everyone will laugh and learn with these short episodes that highlight dos and don'ts. This Australian produced series was filmed on location in Los Angeles.