Dr. Wilhelmena Mack

 More than just a disagreement  Festers when ignored  Response is based on perception  Triggers strong emotions  Provide growth opportunities

Handling Common Conflicts

 Stress Management  Personal Control  Empathy  Aware of Differences  Goal  Managing Differences  Outcome Resolution

… when the situation becomes personal and emotional and clouds your ability to focus and act in a fair and impartial way to effectively resolve the situation.

Unhealthy Responses to Conflict

… When people feel encouraged and empowered to question and challenge the current state of affairs within the organization or the status quo, the boss or others.

Healthy Responses to Conflict

Transcending Conflict

Goal Setting Ground Rules Active Listening Monitoring Verbal and Non-Verbal Responses Jointly Creating Options Resolution