About our chief trainer and founder
Coming from a small town did not prepare me to run a program for young people without housing. These folks lived outside and dealt with danger every day. In my program, there were frequent threats, fights, and theft and I'd either over or under react. Feeling powerless in the face of my own fight/flight/freeze reaction, I began watching how my guests handled conflict. They became both my teachers and inspiration to meet conflict with compassion and clear boundaries.
I spent years improving my conflict response skills. In 2010, I had a major test of these skills. The shelter I ran was turning away people every night. I did not have money to hire staff needed to increase the shelter’s capacity. Could I train local college student volunteers to manage conflict peacefully? Each month, my training improved based on the skills volunteers demonstrated. In a few years, my training sessions started drawing people from all over.
In 2018, Seattle Conflict Resolution grew out of this demand. Now I am a nationally recognized trainer and speaker on conflict resolution. I was ranked in the top 5% of global podcast guests and was published in USA Today. My vision is that everyone becomes skilled in bringing their best selves into hard situations.
I renew my energy through nature, art, hiking the Cascades, and hanging out with my dog. I also donate my time helping social and environmental groups learn conflict resolution.
Kristine Scott
Chief Trainer & Founder
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SEATTLE Space Needle
“Working with Kristine Scott and Seattle Conflict Resolution has been a breath of fresh air. At the Space Needle we value her integrity and commitment to our frontline team, while also working closely with our leadership and management . Our Team Members now have the confidence and skills necessary to manage potential issues with guests.
Training with Kristine includes a step by step review of related standard operating procedures along with a wonderful dive into the animal brain, providing a beautifully holistic understanding on why conflicts happen and what to do to address and mitigate them.”— Seattle Space Needle Operations Director
Frequently Asked Questions
How much does it cost to hire Seattle Conflict Resolution?
You can expect to pay between two and three thousand dollars for a team under 30 employees. That includes a discovery phase (interviewing managers, possibly an employee survey); operations upgrades, as needed; full team training and situation practice with the issues common to your workplace; and a post-intervention coaching session.
The rough incident we had is unlikely to happen again. How necessary is it to do conflict resolution consulting after-the-fact?
The fear of another incident will continue to impact your employees, because being scared on the job erodes trust. Employees typically assign blame to managers and/or customers. Managers who provide a new playbook and hands-on practice, often restore employees’ confidence that they’re ready for whatever comes their way.
I can handle this stuff based on years of experience, and know customer service better than anyone. Why should I trust an outsider to train my team?
We use your workplace standards to create a training specific to your needs. This includes site-specific conflict resolution policies that have been proven effective in a wide variety of settings so you don’t waste time testing new protocols.
We don’t really have times the whole team is together. How would we even schedule this?
We will work around your needs, whether we’re showing up at shift change, offering on-line learning, or splitting up a 2 hour training into three shorter sessions. We also work non-traditional hours to meet your needs.
It’s only a few people on the team who need conflict training. Can you just work with them?
Yes.
I notice my younger staff are getting a lot of flack. What do you recommend?
The cultural differences between generations is real. We train people to recognize identity differences and how to honor your customer’s dignity while interrupting their bad behavior.
Some customers are flirty. Others may be drunk or unstable. Can these situations be included in our training?
We know you want to assure a harassment-free workplace. We can help you. We’ll practice the situations you want the most support on so everyone leaves with real-life skills. We’ll train your whole team to intervene when employees are targeted by bad behaviors.
These techniques have been successfully tested on many people who are chemically impaired and mentally unstable.
Things are bad NOW, is this something we can do quickly?
Yes. The impact of delaying support when your team is in crisis is costly to employees’ morale and productivity. Use our single click scheduling for team and coaching slots, and access to on-demand online assessment tools.
How do I assure new hires get access to these tools without having to do another all-team training?
We have an online training session in development. At this time, join our newsletter so you will know when the online interactive training is available.