Confronting Tough Issues
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Transcript of Confronting Tough Issues
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.”
Confronting Tough Issues Confronting Tough Issues
Confrontation
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 or Can be either destructive or
productive; andproductive; 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
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
Tough Issue Rules
RREELLAATT IIOONNSSHH IIPP
GOALGOAL
Accommodator Collaborator
Avoider Competitor
Compromiser