Post on 22-Dec-2015
transcript
Knowledge and Skills RequiredKnowledge and Skills Required
~ Understand conflict styles~ Understand conflict styles
~ Apply management techniques~ Apply management techniques
““Managing confrontation may be Managing confrontation may be practical at any step along the case practical at any step along the case
management process.”management process.”
Knowledge and Skills RequiredKnowledge and Skills Required
~ Understand conflict styles~ Understand conflict styles
~ Apply management techniques~ Apply management techniques
““Managing confrontation may be Managing confrontation may be practical at any step along the case practical at any step along the case
management process.”management process.”
Confronting Tough Issues Confronting Tough Issues Confronting Tough Issues Confronting Tough Issues
ConfrontationConfrontation
Is normalIs normal
Is neither good nor badIs neither good nor bad
Can be a catalyst for Can be a catalyst for positive changepositive change
Can be either destructive Can be either destructive or productive; andor productive; and
Skills can be learnedSkills can be learned
Hear the feelings beneath the Hear the feelings beneath the wordswords
Be in touch with your feelingsBe in touch with your feelings
Use “I” statementsUse “I” statements
Forgive and ask for Forgive and ask for forgivenessforgiveness
Be responsible to changeBe responsible to change
Hear the feelings beneath the Hear the feelings beneath the wordswords
Be in touch with your feelingsBe in touch with your feelings
Use “I” statementsUse “I” statements
Forgive and ask for Forgive and ask for forgivenessforgiveness
Be responsible to changeBe responsible to change
Tough Issue Rules
One issue at a timeOne issue at a time
Time outTime out
Here and nowHere and now
Never use “never”Never use “never”
Avoid rude remarksAvoid rude remarks
Avoid blamingAvoid blaming
One issue at a timeOne issue at a time
Time outTime out
Here and nowHere and now
Never use “never”Never use “never”
Avoid rude remarksAvoid rude remarks
Avoid blamingAvoid blaming
Tough Issue Rules