More Information About the Playbook

Conflict is inevitable — you can’t escape it. Resistance, arguments, hostility, aggression, and violence are just part of the human condition.

However, with the right skills, a great deal of conflict can be prevented and, more importantly, when conflict occurs, it can be well managed.

Without your workers having effective conflict prevention and management skills, workplace violence can occur with these negative consequences:

• Decreased customer satisfaction
• Customer complaints and damaged reputation
• Increased workers' compensation claims
• Lateral violence and workplace bullying
• More worker absenteeism and turnover
• Increased liability costs

For over forty years, the conflict management experts at Vistelar have been passionately committed to eradicating the emotional and physical outcomes of poorly-managed conflict within organizations.

Vistelar is a licensing, training, and consulting institute focused on building safe and respectful workplaces. Our Unified Conflict Management System addresses the entire spectrum of human conflict using consistent principles, tactics, and terminology that are simple, systematic, and universal in their application.

This report summarizes the key principles we have learned over the last 40+
years to

• prevent the escalation of routine interactions
• manage workplace conflict when it occurs
• keep everyone safe in crisis situations
• avert workplace violence

1. use empathy to reduce conflict and crisis
2. stay calm in the midst of chaos
3. acknowledge the struggles of others to prevent conflict
4. prevent conflict by starting interactions properly
5. avoid the common listening mistakes
6. persuade difficult people to cooperate
7. de-escalate verbal assaults
8. manage crisis situations
9. recognize the precursors to violence
10. develop a safety mindset
11. protect yourself and others from physical harm
12. enhance your team’s conflict management skills