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The Courage to Confront – Smart Problem-Solving in the Face of Conflict

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It takes courage to confront. This thought-provoking and interactive session will begin with a deep dive into emotional intelligence and why emotions are critical to your success. We also explore seven basic conflict management styles that each have a time and a place depending on your goals and objectives. We also discuss one model for navigating difficult conversations and generating innovative solutions for individuals, teams, and stakeholders.

Time Allocation - Topics

  • 20% Emotional Intelligence: A Deep Dive
    • Emotional Intelligence
    • Immunity to Change Activity
  • 5% The Team! Diagnosing Difficult Behaviors
  • 30% Seven Basic Conflict Management Styles
    • Compromising
    • Obviating
    • Nothing (Avoiding)
    • Forcing
    • Listening
    • Indulging
    • Collaborating
    • Talking/Gossip
  • 30% Navigating Difficult Conversation
    • Communicate the behavior (Step 1)
    • Own your statement (Step 2)
    • Name the impact (Step 3)
    • Fully listen (Step 4)
    • Reflect and respond (Step 5)
    • Options moving forward (Step 6)
    • Negotiate solution (Step 7)
    • Thank you (Step 8)
  • 15% Modeling/Coaching


  • Primary -- Conflict Management Styles
  • Secondary -- Navigating Difficult Conversations
  • Tertiary -- Emotional Intelligence


Scott J. Allen, Ph.D., is the Standard Products—Dr. James S. Reid Chair in Management at John Carroll University. Allen is an associate professor and teaches courses in leadership, management skills, and executive communication. In 2014 he was awarded the Wasmer Outstanding Teaching Award for his...


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