Conflict is an inevitable part of life – be it in the boardroom, at home, or within ourselves.
Yet, when approached with curiosity and compassion, conflict can become a powerful catalyst for growth and deeper connection.
In our recent webinar on Navigating Conflict With Grace, hosted by our Founder Emma Serlin, we explored how to transform challenging conversations into opportunities for understanding and collaboration. Emma was joined by three distinguished experts…
Karleen Savage
Karleen is a trailblazer in conflict resolution. She began her career as a mediator before diving deep into the challenging terrains of hostage and crisis. Her vast experience culminated in the creation of the groundbreaking Savage Theory or Resolution®, a five-skills model for resolving conflicts.
She has graced platforms from the Boardroom and TEDx stages to National networks. She is on a mission to influence curiosity-driven conversations.
Leslie Nydick
Leslie is a recognized expert in conflict resolution, negotiation, and communication. She empowers organizations and individuals to reimagine conflict as an opportunity.
As the founder of The Conflict Strategist, Leslie provides customized solutions to empower teams to approach conflict with confidence.
Host of Let’s Talk About It podcast, and author of The Strats blog, Leslie shares practical insights that drive change. In addition to her entrepreneurial pursuits, Leslie has been a member of the Adjunct Faculty at New York University for more than 15 years. Leslie is shaping how we need to better communicate in any business environment.
Lindy Greer
Dr Lindy Greer is a Professor for Management & Organizations and the Faculty Director of the Sanger Leadership Center at the Ross School of Business at the University of Michigan.
She holds a B.S. from Wharton and a Ph.D. from Leiden University. Formerly on the Stanford faculty, she joined Ross in 2019 to lead Sanger.
Her research on high-performing teams appears in top journals like Science and Academy of Management Journal. Through Ross Executive Education, she runs leadership programs for global companies.
Recognised by Poets & Quants and Thinkers50, Dr. Greer has worked with clients including Amazon, Google, the NFL, Toyota, and the U.S. Office of National Intelligence.
Key Takeaways…
Together, our panel delved into the nuances of conflict and shared practical tools to navigate it with grace.
Embrace Curiosity Over Assumption
Karleen highlighted the danger of assumptions in conflict situations. She emphasized the importance of approaching conversations with an ‘exceptional learner’ mindset:
“One of the biggest mistakes people make in conflict is assumption. Assuming we know what the other person means without asking. Lack of curiosity traps us in our own version of reality, and in high-stakes situations like hostage negotiations, that can cost lives. In everyday life, it costs connection. Always be an exceptional learner! Ask, get curious, and leave assumptions behind.” – Karleen Savage
Lean Into Difficult Conversations
Leslie addressed the common tendency to avoid conflict, noting that this often exacerbates issues:
“Conflict doesn’t disappear just because we ignore it. It festers, it builds, and it often explodes later at the worst possible moment. The real leadership, with or without a title, comes from leaning into those difficult conversations early, seeing them not as a threat, but as an opportunity for growth, stronger relationships, and better outcomes.” – Leslie Nydick
Plan, Practice, and Polish Your Approach
Lindy emphasised the importance of preparation and emotional regulation in conflict situations:
“Conflict isn’t about me versus you – it’s simply the expression of different perspectives. The real mistake is treating it like a personal attack instead of recognizing it’s usually about different pieces of data. If we plan, practice, and polish our conflict skills, we can turn even high-pressure moments into opportunities for collaboration, not confrontation.” – Dr Lindy Greer
Adopt Healthy Perspectives
Emma introduced the ‘Five Perspectives Tool’ from the Serlin Method®, encouraging a shift from adversarial mindsets to ones rooted in observation, feeling, and curiosity:
“We can only navigate conflict with grace if we step away from the unhealthy need to be right or wrong and instead embrace three powerful mindsets: I observe, I feel, and I’m curious. True connection is built when we advocate equally for our own needs and the needs of the person we’re speaking with.” – Emma Serlin
Practical Tools
Each member of the panel shared powerful tools to help Navigate Conflict With Grace…
Pause Before Responding
Create space to process emotions and thoughts.
Ask Open-Ended Questions
Use “how” and “what” to encourage dialogue; avoid “why” to prevent defensiveness.
Active Listening
Focus fully on the speaker, resisting the urge to formulate your response while they are talking.
“Step Up to the Balcony”
Mentally distance yourself to gain a broader perspective on the conflict.
L – A – R – A Technique
Listen, Ask, Respond, and Add – to foster understanding and collaboration.
Final Thoughts
Navigating conflict with grace is not about avoiding disagreements but about engaging with them thoughtfully and empathetically. By embracing curiosity, preparation, and healthy perspectives, we can transform conflicts into opportunities for deeper connection and mutual growth.
Ready to Take This Further?
If this conversation stirred something in you and you’d like to explore one on one communication coaching, why not Book a free 15-minute Discovery Call with one of our team and see how we could support your communication journey.
For team training, you can book a Consultation call in with our B2B team here.
And make sure to connect with our speakers to keep the conversation going:
- Connect with Emma Serlin on LinkedIn and learn more about London Speech Workshop
- Connect with Karleen Savage and explore her trailblazing Savage Theory of Resolution®
- Connect with Leslie Nydick and explore her work as The Conflict Strategist
- Connect with Lindy Greer and learn more about Michigan Ross
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