1. 6-1
Dealing with Conflict

2. Goals Describe the three ego states of transactional analysis
Explain the three types of transactions
Identify the differences between passive, aggressive, and assertive behavior
State when and how to use five conflict management styles

3. Why?
The three topics covered in this chapter – Transactional analysis, assertiveness, and conflict management – all involve interpersonal dynamics through communication.
All three deal with your emotions and those of others in an effective way to enhance behavior, human relations, and performance,

4. Transactional Analysis
Transactional analysis is a method of determining HOW people interact.
When we interact, behavior can be passive, aggressive, or assertive.
Passive = accepting or allowing what happens or what others do, without active response or resistance
Aggressive = ready or likely to attack or confront; characterized by or resulting from aggression.
Assertive = having or showing a confident and forceful personality

5. review

6. What is your Preferred Transactional Style? Take the test!

7. Ego States
We have three ego states that affect our behavior or the way we transact through communications.
Three Ego States:

8. Types of Transactions
Within ego states there are three different types of transactions:
Complementary = The send of the message gets the intended response from the receiver.
Crossed = The sender does not get the expected response
Ulterior = The person appears to be in one ego state, but his or her behavior comes from a different ego state.

9. Review!

10. Conflict Management Styles
In human relations, a conflict exists whenever two or more parties are in disagreement.
Your ability to manage conflict is critical to your success.
Take the Quiz!

11. Five Conflict Management Styles
Forcing Style – User attempts to resolve conflict by using aggressive behavior.
Win-lose situation is created “If you don’t do it you are fired!”
Avoiding Style – User attempts to ignore the conflict rather than resolve it.
Lose-lose situation is created.
Accommodating Style – User attempts to resolve conflict by giving in to the other party
Win-lose, with the other party the winner
Compromising Style – User attempts to resolve conflict through assertive give & take concessions
I win part – I lose part (negotiations)
Collaborating Style – User attempts to resolve with the best solution agreeable to all parties.
True win-win,

12. The Office and Case Study
Have Fun!
(Office on Amazon Prime)