RLS 2389 Chapter 7 Part 2Version en ligne conflict par Sara Roberts 1 Seven-Phase Model of Managing Difficulties 2 Assertiveness in Managing Difficulties 3 Principles of Conflict-Based Emotion 4 Mediation Process Phase 1- define the objectives for the solution Phase 2- identify the problem Phase 3- analyze and interpret data Phase 4- facilitate creative solutions Phase 5- select from among alternatives Phase 6- generate strategies and implement decisions Phase 7- evaluate the process and outcome Aggressive behaviors- standing up for yourself but violating other's rights Passive behaviors- failing to express your own thoughts and feelings Manipulative behaviors- expressing needs in an underhanded way Assertive behavior-standing up for rights in an appropriate way Conflict is marked by a triggering event that elicits emotion Intensity levels of emotion vary throughout the conflict process The experience of emotion is fundamentally a values-based process Conflict is identity based Conflict is relational- power and social status are a source Conflict manager/leader helps resolve a dispute Set the tone Define and discuss the conflict Summarize progress Explore alternative solutions Set a follow-up time
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