1. Confronting Tough Issues

2. Knowledge and Skills Required ~ Understand conflict styles ~ Apply management techniques “Managing confrontation may be practical at any step along the case management process.” Knowledge and Skills Required ~ Understand conflict styles ~ Apply management techniques “Managing confrontation may be practical at any step along the case management process.” Confronting Tough Issues

3. Confrontation  Is normal  Is neither good nor bad  Can be a catalyst for positive change  Can be either destructive or productive; and  Skills can be learned

4.  Hear the feelings beneath the words  Be in touch with your feelings  Use “I” statements  Forgive and ask for forgiveness  Be responsible to change  Hear the feelings beneath the words  Be in touch with your feelings  Use “I” statements  Forgive and ask for forgiveness  Be responsible to change Tough Issue Rules

5.  One issue at a time  Time out  Here and now  Never use “never”  Avoid rude remarks  Avoid blaming  One issue at a time  Time out  Here and now  Never use “never”  Avoid rude remarks  Avoid blaming Tough Issue Rules

6. RELAT IONSH IP GOAL Accommodator Collaborator Avoider Competitor Compromiser