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Conflict Resolution Dealing with Difficult PeopleDiane Mazzey, M.S.Mihaylo College of Business & Economics
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PurposeThe workshop will focus on conflict resolution and how you can learn to effectively deal with difficult situations and people.
You will learn how to address conflicts with colleagues in a calm and professional manner and to develop an appropriate approach for breaking down a conflict in order to find a suitable solution.
You will be able to describe the five conflict handling modes and strategies for dealing with conflict situations.
You will learn how to respond to group and individual conflict.
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Conflict can be understood as a
process of expressing
dissatisfaction, disagreement, or
unmet expectations with another
person, group, or organization
Cohen, Davis, & Aboelata, 1998
Define Conflict
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Conflict Resolution
Assertive Behavior• Takes the
listener’s feelings and rights into account
Aggressive Behavior• Self-serving
behavior that does not take a listener’s feelings and rights into account
Passive Behavior• Avoids conflict
and internalizes frustration.
Beebe, Beebe, & Ivy, 2007
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LADDERSix stage process for handling problems assertively
• (L)ook at your rights and what you want
• (A)rrange a meeting
• (D)efine the problem
• (D)escribe your feelings
• (E)xpress what you want clearly
• (R)einforce the other person by explaining the mutual benefitsby Martha Davis
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The Thomas-Kilman Model
Komives, Woodard, & Associates, 2003.
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Case Study: Using Thomas-Kilman Model
The following case gives an example of how conflict resolution style, communication skills, and
intergroup dialogue interact to assist conflict resolution.
Avoidance Accommodation Compromise Collaboration
Komives, Woodard, & Associates, 2003.
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Disruptive Behavior in a GroupDon’t Encourage disruption
Constructive Contribution
Confrontation
Separation
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ACTIVE LISTENING
Pay Attention
Show you are listening
Feedback
Defer Judgment
Respond
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Case Study: Application
CASE #1
CASE #2Case #3
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Dealing with Difficult People:What will you do?
Identify the issues in the case. Identify strategies that the President could use. Talk about the
positives and negatives of each strategy. Role play the situation. 1 member of the group should be the
President, l member of the group should be the other member, and the rest of the group should serve as observers. Remember to put yourself in the situation and try to respond as you would in life not on TV! Observers: write down what you observed. What went well? What didn’t go as well?
Discuss the role play: 1) what went well, 2) what could be
improved 3) suggestions
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References• Beebe, S.A., Beebe, S.J., & Ivy, D.K. (2007).
Communication: Principles for a lifetime. New York: Person.
• Cohen, L., Davis, R., & Aboelata, M. (1998). Conflict resolution and violence prevention: From misunderstanding to understanding. The fourth R, 84, 1-15.
• Davis, M. Stress & Relaxation Workbook. California, Harbinger Publications.
• http://www.mindtools.com• Komives, S.A., Woodard, D.B. Jr., & Associates. (2003).
Student Services: A handbook for the profession, 4th ed. San Francisco: Jossey-Bass
• Rothwell, D. J. In Mixed Company: Small Group Communication, Harcourt and Brace publishers
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Questions?