L&D program
Conflict Management in six minutes
Assigned to 42 learners below the competency bar
Situation–Behaviour–Impact keeps difficult conversations about facts, not character.
Situation
When and where. Observable. No adjectives.
Behaviour
What the person did or did not do — not what you think they meant.
Impact
On the work, the team, the customer. Then ask for their view before you request a change.
Drill
Practise the conflict conversation scenario after this lesson.