Conflict Resolution Dealing with Difficult People Diane Mazzey, M.S. Mihaylo College of Business & Economics
Define Conflict Cohen, Davis, & Aboelata, 1998
Conflict Resolution Beebe, Beebe, & Ivy, 2007
LADDERSix stage process for handling problems assertively • (L)ookat your rights and what you want • (A)rrangea meeting • (D)efinethe problem • (D)escribeyour feelings • (E)xpresswhat you want clearly • (R)einforcethe other person by explaining the mutual benefits by Martha Davis
The Thomas-Kilman Model Komives, Woodard, & Associates, 2003.
Case Study: Using Thomas-Kilman Model Komives, Woodard, & Associates, 2003.
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
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