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Improvement Leaders Collaboratives Residential Module Working with conflict.

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1 Improvement Leaders Collaboratives Residential Module Working with conflict

2 www.hee.nhs.uk www.eoe.hee.nhs.uk What is conflict? A situation in which people’s concerns appear to be incompatible

3 www.hee.nhs.uk www.eoe.hee.nhs.uk Two dimensions of conflict Assertiveness Your assertiveness is the degree to which you try to satisfy your own concerns. Assertiveness might mean trying to meet your needs or get support for your ideas. Cooperativeness Your cooperativeness is the degree to which you try to satisfy the other person’s concerns. Cooperativeness might mean helping the other person’s ideas.

4 www.hee.nhs.uk www.eoe.hee.nhs.uk The Five Conflict-Handling Modes CompetingCollaborating AvoidingAccommodating Compromising Assertiveness Unassertive Assertive Cooperativeness CooperativeUncooperative Thomas-Kilman - Conflict Mode Instrument

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