#1 Recall a situation in which you experienced Conflict. Provide a brief description of the situation and define the Type of Conflict you experienced.
#2 In the communication process during this situation of conflict, identify the Ineffective Communication behaviors that occurred and explain why they were ineffective in resolving the conflict.
#3 In this situation, how could you have been more assertive in dealing with the conflict? Include information from the video and link on Assertiveness.
There are many different types of conflict and may require different strategies for resolution. Watch this video for a description of the Types of Conflict:
Conflict Management starts with having People Management Skills. Watch the following video for an explanation:
Recall we looked at Killmann’s Styles for Conflict Resolution. Killmann indicated the degree of assertiveness and the level of cooperativeness can allow for a more collaborative environment.
What does being assertive mean?
To achieve cooperation, we must understand the 5 Phases of Cooperation:
Active listening is a technique that requires full concentration, understanding, and response. To be an active listener, you must establish good eye contact, ask questions, clarify and provide feedback, and respond appropriately.
Empathy is defined as the ability to understand and share the feelings of another.
Rapport is building a harmonious relationship with the other person or group. Often this is done through establishing trust and mutual understanding.
Influence is the ability to have an effect on the character, development, or behavior of another person. This is achieved through being a good leader, having established values, and being a role model.
Behavior changes are sometimes necessary for us to become more cooperative with others.
Dealing with difficult people can be a source of conflict. How do we deal with them, establish assertiveness, control our own emotions, and handle conflict?
When communicating through conflict, we should establish clear goals. Using the acronym S.M.A.R.T.E.R., we can set goals that are specific, meaningful, achievable, relevant, time-bound, evaluated, and reviewed. When we make goals using this method, it is more likely that we will achieve them. Watch this brief video for a description of S.M.A.R.T.E.R. Goal: