1. Conflict

2. Three basic conflict styles  Avoidance – steering clear of conflict  Confrontation – tough, aggressive, in-your-face  Problem Solving – working to find solutions

3. Four-step model for problem solving 1.Find a good time/place to talk (no name calling, no interrupting, no put down, tell the truth) 2.Identify the problem or issue 3.Brainstorm for solutions 4.Choose a solution and agree

4. De-escalators  Stay cool and calm  Give the other person some space  Listen to the other person  Use non-blaming statements  Lighten things up  Admit your part