Confronting Tough Confronting Tough IssuesIssues

Confronting Tough Confronting Tough IssuesIssues

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

RREELLAATT IIOONNSSHH IIPP

GOALGOAL

AccommodatorAccommodator CollaboratorCollaborator

AvoiderAvoider CompetitorCompetitor

CompromiserCompromiser