Conflict - Mesa Community College冲突-梅萨社区学院.pptVIP

Definition of Conflict Conflict is an expressed struggle between at least two interdependent parties who perceive incompatible goals, scarce rewards, and interference from the other party in achieving those goals. Eastern Civilization Western Civilization Conflict Styles Nonassertive behavior (Avoidance) Indirect Communication (The Hint) Passive Aggression (Crazymaking) Direct Aggression (A Time to Kill) Assertion Without Aggression (The Clear Message Format) Clear Message Format Behavior Interpretation Feeling Consequence Intention Behavior Describe event without interpretation Describe problem without emotive language Avoid judgmental language Objective tone WHAT HAPPENED? Interpretation “I thought” Your interpretation Subjective tone HOW YOU SEE IT Feeling “I felt” Adjectives that accurately describe your feelings. Subjective Own your feelings Consequence What happens to you? What happens to the person you are addressing? What happens to others? What happens to the circumstances? Objective tone Intention Where you stand on the issue Requests of others Description of how you are going to act in the future Win-Win Problem Solving A Systematic Approach Identify the problem Identify YOUR problem and unmet needs The problem is yours; what are the unmet needs that make you feel the way you do? Make a Date to Meet Describe Your Problem and Needs Partner Checks Back Make sure you are understood FEEDBACK Solicit Partner’s Needs Check your understanding FEEDBACK Negotiate a Solution Generate a number of solutions Evaluate them Decide on the best Follow up Implement and check back * * Machiavellian “It is better to be feared than loved.” *