Managing Conflict -
Module Two (One day)
Principles of Power
Power has many forms. To handle difficult people you might:
- Invoke fear.
- Issue commandments and demand obedience.
- Strive for popularity. Give concessions until the other person is happy.
- Reason.
We must reject 1, 2, and 3 and use only “Reason”.
Under the banner of reason, we have three different methods.
- Three key distinctions
- Identity v behaviour.
- The self-concept. Objective v subjective language.
Method one
What to do about “daily irritants”.
What to do when people are doing little things that are “off track”. You cannot leave it, but you do not want this to blow up into a full- fledged argument. So, this five-step-model will show you how to “nip things in the bud”, without getting drawn in. We call this the “One minute method”.
Method two
What happens if the “One minute method” does not work, and they keep doing it?
The next model focuses on finding reasons and/or intention behind the overt behaviour and resolving the deeper issue. The method is called “Research Reasons”.
Method three
This method is the last before you might invoke “disciplinary” or “formal sanctions” (which you want to avoid because it is costly and causes more problems).
Is based on the principle that people act in what they regard as their best interest. The idea is to have a person re-evaluate their current behaviour in terms of its personal long-term consequences. This method requires that you do not tell people, you ask questions. This method is derived from sales literature, (you have to sell your ideas; you cannot force them).
The method is called “implication questions”.
This course has evolved to answer actual, real life scenarios; it is practical and offers good, solid advice applied to particular problems.
Managing Conflict and Handling difficult people - Summary and action plan
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