Professional Documents
Culture Documents
Dominate Collaborate
Assertiveness Compromise
Avoid Appease
Cooperation .
• Timing
RAISING CONFLICT
• Timing
– Yours
– Theirs
– Check it
RAISING CONFLICT
• Timing
• Depersonalize
– Don’t attack
– Don’t defend
– Neutral, simple, direct
– Avoid pronouns
RAISING CONFLICT
• Timing
• Depersonalize
• Focus on behavior
– Cause and effect
– General patterns
– Specific examples
– Without blame
RAISING CONFLICT
• Timing
• Depersonalize
• Focus on behavior
• Forget being right
– No rights, no wrongs
– “I was more right.”
– Not a debate or trial
RAISING CONFLICT
• Timing
• Depersonalize
• Focus on behavior
• Forget being right
• Focus on the future
– Shared goals
– History hurts
– No thanks for these memories
RAISING CONFLICT
• Timing
• Depersonalize
• Focus on behavior
• Forget being right
• Focus on the future
• Don’t try to solve the problem
RAISING CONFLICT
• Timing
• Depersonalize
• Focus on behavior
• Forget being right
• Focus on the future
• Don’t try to solve the problem
– Not yet
– Not quite yet
– Still not quite yet
RAISING CONFLICT
• Timing
• Depersonalize
• Focus on behavior
• Forget being right
• Focus on the future
• Don’t try to solve the problem
• Be prepared to listen
RAISING CONFLICT
• Timing
• Depersonalize
• Focus on behavior
• Forget being right
• Focus on the future
• Don’t try to solve the problem
• Be prepared to listen
– Problem may be different
– Work together
– Invite solutions
EMOTIONAL
CONFLICT SOLUTION
SUBSTANTIVE
EMOTIONAL
SUBSTANTIVE
EMOTIONAL
SUBSTANTIVE
EMOTIONAL
SUBSTANTIVE
Moving Beyond Emotion (Theirs)
Depersonalize – no pronouns
Unbutton – Disengage
• OUTCOME
MANAGING OTHERS’
CONFLICT
• OUTCOME
• FAIR PROCESS
MANAGING OTHERS’
CONFLICT
• OUTCOME
• FAIR PROCESS
• RESPECTFUL TREATMENT