Thanks everyone who came out to the AICPA Interchange conference early for my pre-conference session on “Succeeding in the 21st Century Association.” The slides are embedded below (and are available on slideshare).

I also promised that I would post the short handout related to the conflict resolution tool that I was talking about during the presentation (the behavior-impact feedback model). Here is the handout. It actually covers TWO tools that I use in conflict all the time–the feedback model and the “ladder of inference.”