Conflict Management

Conflict Management enables individuals and teams to experience and master conflict resolution processes based on the highly effective mediation practices used to resolve disputes in our federal and state court systems. Legal mediation has an 85-90% success rate.  Corporate and organizational leaders can likewise resolve disputes or conflicted situations through mediation by learning to use the same techniques employed by legal mediators.



Why should you or your company employ Courageous Conversation Mediation services?

Even the most productive partnerships can experience conflict. Courageous Conversation gets to the heart of the very issues that impede long-term strategic alliances.

In today’s highly competitive, technology-driven economy, companies have become painfully aware that unresolved conflict affects the bottom line. Indeed, the increasing reliance on cellphones, texting, email, conference calls and even video conferencing can actually foster disagreement and a breakdown in communication.

When partners feed mounting issues rather than resolving matters face-to-face, the resulting losses can be significantly reduced productivity, hampered creativity, and a diminished sense of loyalty among employees and clients. Courageous Conversation seeks true collaboration and strategic vision by enabling individuals or teams, working as partners, to move beyond the frustration, blame and damaged relationships that poorly handled conflicts engender.

  • Increase use of collaborative communication
  • Shift relationships to invested partnerships
  • Promote creativity, innovation and productivity
  • Deepen employee loyalty

Courageous Conversation adds value through empowerment. Through Courageous Conversation, team members  join in a process to better understand one another, overcome obstacles and create a negotiated working agreement through facilitated, frank discussion. Although Courageous Conversation utilizes mediation techniques, it is neither a legal proceeding nor a forum to assign blame. Courageous Conversation enables partners to:

  • Access a non-judgmental forum to share mutual concerns
  • Meet face-to-face to communicate openly with one another
  • Identify and address crucial obstacles often overlooked in the day-to-day of “getting the work done”
  • Gain a better understanding of the other party’s needs, interests and positions regarding various partnership “hot points”
  • Create custom resolutions acceptable to the partners’ needs and interests
  • Maintain control over vital decisions affecting their everyday work lives and career
  • Generate an agreement that outlines how the parties will work together moving forward
  • Learn to utilize mediation techniques to enhance interpersonal relationships and build strategic partnerships




  • To rehabilitate an at-risk company-client relationship
  • To rejuvenate intra-company team/divisional partnerships in which effective interaction is essential
  • To remedy discord and reduce stress among valued employees and team members who must work together, but who find their team is not operating effectively or efficiently
  • To improve dialogue and dynamics among team members and or in any other service provider relationship, whether at risk or not


It depends on the issues at hand and the number of parties involved. Courageous Conversation can take as little as two hours or continue as long as participants believe they are working productively. Because of schedules and time constraints, parties often decide to schedule a “continuation” to address unresolved matters.


An outside mediator is a true neutral with neither political ties to any organization nor a vested interest in the outcome. This independence encourages honesty, trust and open discussion among the participants.



Pre-Meeting: Prior to joint discussion, the Mediator meets with parties individually to determine objectives and desired outcome.

Introduction: The Mediator introduces herself to all parties and provides an overview of the process, including her role and a simple set of ground rules.

Joint Discussion: The participants explain issues from their perspectives without interruption.

Agenda Setting: Based on issues brought forth in joint discussion, both the Mediator and participants develop and agree on agenda items for the balance of the meeting.

Caucus: In order to generate movement, the Mediator may feel the need for an additional private meeting with each of the parties.

Agreement: Develop an agreement outlining how participants will work together in the future. As a formality, each party signs and receives a copy of the agreement. This process enhances the likelihood of adherence and provides a reference tool in the event of non-compliance.

Individual Coaching: Individual executive coaching is provided on an as-needed basis to assist in agreement compliance.



Conflict Management and Collaborative Communication Coaching trains clients to utilize dispute resolution and collaborative language choices to better manage against conflict and encourage collaboration.  If needed, this coaching also addresses the client’s interpersonal dispute resolution challenges.

Individual Conflict Management and Collaborative Negotiation Coaching empowers clients to:

  • Understand how to leverage conflict as a valuable management tool
  • Set the stage for difficult discussions
  • Be as neutral as possible, refraining from taking sides or influencing outcomes
  • Use active listening and neutral language
  • Generate movement at an impasse
  • Obtain agreement
  • Lead and influence colleagues by modeling effective collaborative management skills and tools