NOVEMBER 5-9, 2018
Official Conference of the
International Institute of Business Analysis 


Thursday, November 3, 2016

8:00 am – 8:50 am | Presentation | Room: Florentine III & IV

Conflict Resolution Techniques for BAs

Presented by: Dagmar Cole


Elicitation is one of the fundamental skills of a Business Analyst (BA) but often the BA falters when encountering conflict in a meeting or among stakeholders. The purpose of this presentation is to improve the  BA facilitation skill by explaining the basic concepts of conflict such as the False Consensus Bias (why silence is NOT  consensus), pluralistic ignorance as well as cognitive dissonance and how these principles cause miscommunication.  Also,  techniques for dealing with the "Four Horsemen of Destructive Communication (conflict spirals,  defensiveness, criticism, and contemptuousness) will be provided  for "real world" facilitation. 

Learning Objectives:

  • Recognize conflict is occurring
  • Diagnose the root cause of the conflict
  • Have tools to diffuse the conflict
  • Leverage conflict as opportunity


 Dagmar Cole

Dagmar Cole

Business Process Analyst Senior Staff
Leidos Corporation

Dagmar Cole is a highly experienced IT professional consistently recognized as an excellent resource to improve organizational effectiveness and efficiency in identifying strategic opportunities by aligning business processes and IT to realize cost savings and competitive advantages and is frequently assigned to difficult projects. She is a leader who builds high-performance multi-cultural teams with outcomes that consistently exceed expectations. Dagmar is a trained negotiator and mediator who frequently requested to facilitate difficult meetings at the "C" suite level and is known for her ability to negotiate "win-win" solutions. She is a frequent speaker in the Dallas-Fort Worth area, has spoken at BBC 2015 and BBC 2016. She published several articles as well as was a past contributor to Business Rules Community.

Dagmar's 2016 Presentations:

  1. Conflict Resolution Techniques for BAs
    Thursday, November 3, 2016 (8:00 am – 8:50 am)

Building Business Capability is the only conference that provides insight into Business Analysis, Business Architecture, Business Process, Business Rules, Business Decisions, and Business Strategy & Transformation toward the pursuit of business excellence.



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