Rockhurst Case

Topics: Conflict, Interpersonal relationships, Interpersonal relationship Pages: 55 (31797 words) Published: October 28, 2014
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SKILL ASSESSMENT
Diagnostic Surveys for Managing Conflict



Managing Interpersonal Conflict
Strategies for Handling Conflict

SKILL LEARNING
Interpersonal Conflict Management
Diagnosing the Type of Interpersonal Conflict
Selecting the Appropriate Conflict
Management Approach
Resolving Interpersonal Confrontations Using
the Collaborative Approach
Summary
Behavioral Guidelines

Managing
Conflict

SKILL ANALYSIS
Case Involving Interpersonal Conflict


Educational Pension Investments

SKILL PRACTICE

LEARNING
OBJECTIVES

Exercise for Diagnosing Sources of Conflict


SSS Software Management Problems

Exercises for Selecting an Appropriate
Conflict Management Strategy







DIAGNOSE THE FOCUS AND
SOURCE OF CONFLICTS



UTILIZE APPROPRIATE
CONFLICT MANAGEMENT
STRATEGIES



RESOLVE INTERPERSONAL
CONFRONTATIONS THROUGH
COLLABORATION

Bradley’s Barn
Avocado Computers
Phelps, Inc.

Exercises for Resolving
Interpersonal Disputes




Freida Mae Jones
Can Larry Fit In?
Meeting at Hartford Manufacturing Company

SKILL APPLICATION
Activities for Improving Managing
Conflict Skills



Suggested Assignments
Application Plan and Evaluation

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SKILL ASSESSMENT
DIAGNOSTIC SURVEYS FOR
MANAGING CONFLICT
MANAGING INTERPERSONAL CONFLICT
Step 1: Before you read this chapter, respond to the following statements by writing a number from the rating scale that follows in the left-hand column (Pre-assessment). Your answers should reflect your attitudes and behavior as they are now, not as you would like them to be. Be honest. This instrument is designed to help you discover your level of competency in managing conflict so you can tailor your learning to your specific needs. When you have completed the survey, use the scoring key in Appendix 1 to identify the skill areas discussed in this chapter that are most important for you to master. Step 2: After you have completed the reading and the exercises in this chapter and, ideally, as many as you can of the Skill Application assignments at the end of this chapter, cover up your first set of answers. Then respond to the same statements again, this time in the right-hand column (Post-assessment). When you have completed the survey, use the scoring key in the Appendix to measure your progress. If your score remains low in specific skill areas, use the behavioral guidelines at the end of the Skill Learning section to guide your further practice.

Rating Scale
1
2
3
4
5
6

Strongly disagree
Disagree
Slightly disagree
Slightly agree
Agree
Strongly agree

Assessment
PrePostWhen I see someone doing something that needs correcting: 1. I avoid making personal accusations and attributing self-serving motives to the other person.
2. When stating my concerns, I present them as my problems.
3. I succinctly describe problems in terms of the behavior that occurred, its consequences, and my feelings about it. 4. I specify the expectations and standards that have been violated. 5. I make a specific request, detailing a more acceptable option. 6. I persist in explaining my point of view until it is understood by the other person. 7. I encourage two-way interaction by inviting the respondent to express his or her perspective and to ask questions. 8. When there are several concerns, I approach the issues incrementally, starting with easy and simple issues and then progressing to those that are difficult and complex. When someone complains about something I’ve done:

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Post9.
10.
11.
12.
13.
14.
15.
16.

I look for our common areas of agreement.
I show genuine concern and interest, even when I disagree.
I avoid justifying my actions and becoming defensive.
I seek additional information by...
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