Learn How To De-Escalate Conflict Using Behavioral Science

Welcome and Introduction 1 lecture 02:02 Welcome and Introduction preview This 1 hour course will help you learn how to use behavioral science to respond to conflict and other interpersonal problems in a way that will actually fix the problem. It will help you learn how to stand your ground while still being compassionate and avoid getting drawn into other people’s drama. Welcome and Introduction 1 lecture 02:02 Welcome and Introduction preview This 1 hour course will help you learn how to use behavioral science to respond to conflict and other interpersonal problems in a way that will actually fix the problem. It will help you learn how to stand your ground while still being compassionate and avoid getting drawn into other people’s drama. Welcome and Introduction preview This 1 hour course will help you learn how to use behavioral science to respond to conflict and other interpersonal problems in a way that will actually fix the problem. It will help you learn how to stand your ground while still being compassionate and avoid getting drawn into other people’s drama. Welcome and Introduction preview This 1 hour course will help you learn how to use behavioral science to respond to conflict and other interpersonal problems in a way that will actually fix the problem. It will help you learn how to stand your ground while still being compassionate and avoid getting drawn into other people’s drama. Welcome and Introduction preview This 1 hour course will help you learn how to use behavioral science to respond to conflict and other interpersonal problems in a way that will actually fix the problem. It will help you learn how to stand your ground while still being compassionate and avoid getting drawn into other people’s drama. Welcome and Introduction preview This 1 hour course will help you learn how to use behavioral science to respond to conflict and other interpersonal problems in a way that will actually fix the problem. It will help you learn how to stand your ground while still being compassionate and avoid getting drawn into other people’s drama. This 1 hour course will help you learn how to use behavioral science to respond to conflict and other interpersonal problems in a way that will actually fix the problem. It will help you learn how to stand your ground while still being compassionate and avoid getting drawn into other people’s drama. This 1 hour course will help you learn how to use behavioral science to respond to conflict and other interpersonal problems in a way that will actually fix the problem. It will help you learn how to stand your ground while still being compassionate and avoid getting drawn into other people’s drama. Lessons 11 lectures 57:18 Unit 1: What is conflict - defined. preview People disagree all the time. Usually – we can resolve those disagreements. It’s only when we can’t or that we have difficulty or when the disagreement becomes protracted and starts interfering with other aspects of the relationship, that we start to call it a conflict. Unit 2: Rational Disagreement vs. Irrational Conflict preview The question is – how do we help ourselves and others move past our insecurities and tribal instincts so that we can start moving ourselves out of “conflict” mode and into rational disagreement mode? Unit 3: Behavior Matters preview If someone is responding to rational disagreement by engaging in irrational conflict, then your first goal is to stop their irrational behavior so that they can start engaging their brain and be more rational.When people take what should have been a rational disagreement and engage in inappropriate conflict behavior as a way to deal with the disagreement – which of course, doesn’t resolve the disagreement – all they are doing is making it worse. To resolve the conflict, we have to change the behavior so that we can address the disagreement at the root of the conflict. Unit 4: Behavioral Science Primer To de-escalate we need to decrease or eliminate whatever the unwanted behavior is.The good news is that behavioral psychologists have known how to stop and eliminate unwanted behavior for decades now.It’s a technique called – extinguishing a behavior.The way it works is that you don’t reinforce the behavior you want to eliminate. Unit 5: Understanding Your Response Understanding that your response will have an impact on how the other person responds is the key to interpersonal enlightenment! You, despite all your triggers, have the ability to choose how you respond! Unit 6: Don't get drawn into their drama How do you create boundaries and not get drawn into their drama and not allow their bad behavior to trigger your bad behavior?First, understand, their bad behavior isn’t about you even if it is directed at you! Unit 7: Compassion as a tool To me, compassion is a tool.It helps me see the situation more realistically.It helps me to remain calm so I can respond in a neutral way.And it helps me model the behavior I want and expect back from them. Additionally, if someone is itching for a fight, and you don’t fight them, they will eventually de-escalate because most people have no idea how to deal with an enemy who refuses to be an enemy. Unit 8: Examples I’m going to give you an example from customer service. It’s an example of a customer service rep dealing with a cranky customer in full fight mode. Unit 9: Don't fake it Remaining calm is a skill that has to be practiced.Being calm is not something you can fake. The best way to ensure your communication is as polite and respectful as you would like it to be is to feel compassion and to be responsible for your side of the conflict. Unit 10: Recap In order to de-escalate conflicts, you have to model respectful conflict resolution behavior. You do this by remaining calm and polite and professional and focus on problem solving. Compassion for the other person, even if they are behaving badly will help you respond in the calm neutral way required to get the unwanted bad behavior to stop. Lecture Notes: In pdf form Copy of lecture notes. Lessons. 11 lectures 57:18 Unit 1: What is conflict - defined. preview People disagree all the time. Usually – we can resolve those disagreements. It’s only when we can’t or that we have difficulty or when the disagreement becomes protracted and starts interfering with other aspects of the relationship, that we start to call it a conflict. Unit 2: Rational Disagreement vs. Irrational Conflict preview The question is – how do we help ourselves and others move past our insecurities and tribal instincts so that we can start moving ourselves out of “conflict” mode and into rational disagreement mode? Unit 3: Behavior Matters preview If someone is responding to rational disagreement by engaging in irrational conflict, then your first goal is to stop their irrational behavior so that they can start engaging their brain and be more rational.When people take what should have been a rational disagreement and engage in inappropriate conflict behavior as a way to deal with the disagreement – which of course, doesn’t resolve the disagreement – all they are doing is making it worse. To resolve the conflict, we have to change the behavior so that we can address the disagreement at the root of the conflict. Unit 4: Behavioral Science Primer To de-escalate we need to decrease or eliminate whatever the unwanted behavior is.The good news is that behavioral psychologists have known how to stop and eliminate unwanted behavior for decades now.It’s a technique called – extinguishing a behavior.The way it works is that you don’t reinforce the behavior you want to eliminate. Unit 5: Understanding Your Response Understanding that your response will have an impact on how the other person responds is the key to interpersonal enlightenment! You, despite all your triggers, have the ability to choose how you respond! Unit 6: Don't get drawn into their drama How do you create boundaries and not get drawn into their drama and not allow their bad behavior to trigger your bad behavior?First, understand, their bad behavior isn’t about you even if it is directed at you! Unit 7: Compassion as a tool To me, compassion is a tool.It helps me see the situation more realistically.It helps me to remain calm so I can respond in a neutral way.And it helps me model the behavior I want and expect back from them. Additionally, if someone is itching for a fight, and you don’t fight them, they will eventually de-escalate because most people have no idea how to deal with an enemy who refuses to be an enemy. Unit 8: Examples I’m going to give you an example from customer service. It’s an example of a customer service rep dealing with a cranky customer in full fight mode. Unit 9: Don't fake it Remaining calm is a skill that has to be practiced.Being calm is not something you can fake. The best way to ensure your communication is as polite and respectful as you would like it to be is to feel compassion and to be responsible for your side of the conflict. Unit 10: Recap In order to de-escalate conflicts, you have to model respectful conflict resolution behavior. You do this by remaining calm and polite and professional and focus on problem solving. Compassion for the other person, even if they are behaving badly will help you respond in the calm neutral way required to get the unwanted bad behavior to stop. Lecture Notes: In pdf form Copy of lecture notes. Unit 1: What is conflict - defined. preview People disagree all the time. Usually – we can resolve those disagreements. It’s only when we can’t or that we have difficulty or when the disagreement becomes protracted and starts interfering with other aspects of the relationship, that we start to call it a conflict. Unit 1: What is conflict - defined. preview People disagree all the time. Usually – we can resolve those disagreements. It’s only when we can’t or that we have difficulty or when the disagreement becomes protracted and starts interfering with other aspects of the relationship, that we start to call it a conflict. Unit 1: What is conflict - defined. preview People disagree all the time. Usually – we can resolve those disagreements. It’s only when we can’t or that we have difficulty or when the disagreement becomes protracted and starts interfering with other aspects of the relationship, that we start to call it a conflict. Unit 1: What is conflict - defined. preview People disagree all the time. Usually – we can resolve those disagreements. It’s only when we can’t or that we have difficulty or when the disagreement becomes protracted and starts interfering with other aspects of the relationship, that we start to call it a conflict. People disagree all the time. Usually – we can resolve those disagreements. It’s only when we can’t or that we have difficulty or when the disagreement becomes protracted and starts interfering with other aspects of the relationship, that we start to call it a conflict. People disagree all the time. Usually – we can resolve those disagreements. It’s only when we can’t or that we have difficulty or when the disagreement becomes protracted and starts interfering with other aspects of the relationship, that we start to call it a conflict. Unit 2: Rational Disagreement vs. Irrational Conflict preview The question is – how do we help ourselves and others move past our insecurities and tribal instincts so that we can start moving ourselves out of “conflict” mode and into rational disagreement mode? Unit 2: Rational Disagreement vs. Irrational Conflict preview The question is – how do we help ourselves and others move past our insecurities and tribal instincts so that we can start moving ourselves out of “conflict” mode and into rational disagreement mode? Unit 2: Rational Disagreement vs. Irrational Conflict preview The question is – how do we help ourselves and others move past our insecurities and tribal instincts so that we can start moving ourselves out of “conflict” mode and into rational disagreement mode? Unit 2: Rational Disagreement vs. Irrational Conflict preview The question is – how do we help ourselves and others move past our insecurities and tribal instincts so that we can start moving ourselves out of “conflict” mode and into rational disagreement mode? The question is – how do we help ourselves and others move past our insecurities and tribal instincts so that we can start moving ourselves out of “conflict” mode and into rational disagreement mode? The question is – how do we help ourselves and others move past our insecurities and tribal instincts so that we can start moving ourselves out of “conflict” mode and into rational disagreement mode? Unit 3: Behavior Matters preview If someone is responding to rational disagreement by engaging in irrational conflict, then your first goal is to stop their irrational behavior so that they can start engaging their brain and be more rational.When people take what should have been a rational disagreement and engage in inappropriate conflict behavior as a way to deal with the disagreement – which of course, doesn’t resolve the disagreement – all they are doing is making it worse. To resolve the conflict, we have to change the behavior so that we can address the disagreement at the root of the conflict. Unit 3: Behavior Matters preview If someone is responding to rational disagreement by engaging in irrational conflict, then your first goal is to stop their irrational behavior so that they can start engaging their brain and be more rational.When people take what should have been a rational disagreement and engage in inappropriate conflict behavior as a way to deal with the disagreement – which of course, doesn’t resolve the disagreement – all they are doing is making it worse. To resolve the conflict, we have to change the behavior so that we can address the disagreement at the root of the conflict. Unit 3: Behavior Matters preview If someone is responding to rational disagreement by engaging in irrational conflict, then your first goal is to stop their irrational behavior so that they can start engaging their brain and be more rational p Unit 6: Don't get drawn into their drama How do you create boundaries and not get drawn into their drama and not...