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LDS 162: Conflict Management

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by

Eileen Coombes

on 18 February 2015

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Transcript of LDS 162: Conflict Management

Conflict Management
What is CONFLICT &
what causes it?
Conflict is the struggle between two parties who perceive their goals as incompatible.

differing values
making assumptions
opposing expectations
conflicting resources
unpredictable policies
varying styles/approaches
emotional intelligence
Conflict Management Styles
Collaborating
Competing
Avoiding
Harmonizing
Compromising


Strategies & Techniques
How to Handle Difficult People

Sorting
Fogging
Time Out
Broken Record
Requesting
Flushing
Eileen M. Coombes
Director of Student Involvement
Conflict is inevitable, but combat is optional.
- Max Lucade
What are the potential outcomes?
withdrawal
agree to disagree
acquiescence
bargaining
collaboration
Focus On...
the issues
the future
solutions
reality, not assumptions
What we learned
Steps to take
emotional intelligence
listen to others
allow time for expression
separate emotions
don't invalidate others
QUESTIONS?

u788
eileen_coombes@ncsu.edu
Full transcript