1. Conflict Management

2. The whole communication event
Placating: canceling
out the me Me
You
Situation
Topic

3. The whole communication event
Pouncing: canceling
out the you Me
You
Situation
Topic

4. The whole communication event
Computing: Canceling
out me, you and
situation Me
You
Situation
Topic

5. The whole communication event
Distracting: focus
attention on
anything but the
issue at hand Me
You
Situation
Topic

6. The whole communication event
Leveling: taking into
account me, you,
topic and situation Me
You
Situation
Topic

8. Eight skills to handle conflict
Fractionating: breaking conflicts down from one big mass into more manageable pieces.
Gunnysacking: occurs when a person uses the conflict as an opportunity to bring up past problems or hurts and dump them on the other person.

9. Positive suggestions for change: involves not just stopping one kind of action or plan but also starting a different one. Compromise.
Belt lines: set belt lines below which you and your partner agree not to strike. “touchy topics.”

10. Xyz statements: when you do x in situation y, I feel z
Xyz statements: when you do x in situation y, I feel z. Example: when you talk with someone else about a private conversation you and I had, and I’m there listening. I feel embarrassed.
Role reversal: take the place of the other person in the conflict. Helps to understand each other.

11. defusing: pulling the fuse out so the dynamite won’t explode, or in this case reducing the intensity of a disagreement so that the people involved can cope more effectively.
Quiet time: given everyone involved time to think and feel things through. Don’t wait so long that the issue gets ignored.

12. Resolving Conflict: 6 quick fixes
Flip a coin
Split the difference
Laugh it off
Skip it
Walk away
Say you’re sorry

14. Conflict resolution Get all the facts. Identify the issues Position
Needs
Consider all solutions

15. Find solutions
Brainstorming
Negotiate
Compromise

17. Avoid threatening, name calling, sarcasm, and attitude