Download - Confrontation skills
CONFRONTATION
Edited by
Abdalla Ibrahim
MSc MCH, MSc FMH, M.B.Ch.B
October 2010
Editor:
Abdalla Ibrahim Certified Healthcare Surveyor and Accreditation Specialist
Family Doctor Specialist
Primary Health Care, Ministry of Health, Bahrain
Qualification:
MSc Mother and Child Health, University College London, UK
MSc Family Medicine and Health, Menofiya University, Egypt
Bacheolar of Medicine and General Surgery, Alexandria University, Egypt
Contact :
Email: [email protected]
Mobile +973 390 428 59
Managemnt Skills By: Abdalla Ibrahim
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Agenda
– Definition
– Successful Confrontation
– To Confront or Not to Confront
– Confrontation Strategy
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Definition
• A face-to-face discussion
between two parties with a
desired Outcome of change in
the behavior of the confronted
party
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Definition
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Direct Expression of one’s view
(thoughts and feelings) of the
conflict situation and an Invitation
of the other party to express
his/her views
Successful Confrontation:
Diplomats, Leaders, Winners
Leads to:
* Resolution to the problem
•* Improve relationship
•* Effective outcome
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Reasons for Not Confronting
• Fear of rejection
• Fear of consequences
• Fear of hurting feelings
• Fear of losing control
• Unsure of rights
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Not Confronting Leads to:
• Uncontrolled explosion
• False sense of success
• Constant complaining to the
wrong people!
• Avoidance of situations
• Emotional wounds
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Unskilled Confronting Leads to:
Denial in forms of:
– No problem
– it’s OK.
– Stress: Ulcers+
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Confrontation Strategy
• Before: Look Inwards
• During: Respect
• After: Action
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Before Confronting
Define the issue
– What is upsetting you?
– What are the consequences of
the problem?
– What are your expectations?
– What needs to change? Why?
How?
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While Confronting:
• Safety First
– Appropriate time and place
– One-to-one
– Be calm and respectful
– Do not threaten, do not attack
– Establish mutual conversation
– Watch your body language
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While Confronting
Guideline
– Communicate openly and
directly “just the facts”
– Focus on the problem, not the
person
“Hate the sin, love the sinner”
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While Confronting:
Present the problem
– Use “I” instead of “You”
– Use your communication skills:
* Eye contact
•* Body language
•* Listen, listen, listen
– Confirm understanding
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After Confronting: Action
• Agreement
– Who does what
– By when
– Next checkpoint
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Any Q?
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References and Further Reading
• Confrontation Skills: A Valuable Tool for Project Teams; Marc Zubrzycki, PMP
• Crucial Confrontations; Kerry Patterson, Joseph
Grenny, Ron McMillan, Al Switzler; McGraw-Hill
• The Art of Constructive Confrontation; John
Hoover, Roger P. DiSilvestro; John Wiley & Sons
• The Power of Positive Confrontation;
Barbara Pachter; Marlowe and Company
• Handling Verbal Confrontation, Robert V.
Gerard, PhD.; Oughten House Foundation
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