Confrontation skills

This is a simple guidance to improve your skills in the conflict situations that everybody meet on a daily bases. It is efficient at work as well as at home with your family. It will help you to professionally confront without losing your temper or acquire new enemy.

1. CONFRONTATION
Edited by
Abdalla Ibrahim
MSc MCH, MSc FMH, M.B.Ch.B
October 2010

2. Editor:
Abdalla Ibrahim
Certified Healthcare Surveyor and Accreditation Specialist
Family Doctor Specialist
Primary Health Care, Ministry of Health, Bahrain

Qualification:
MSc Mother and Child Health, University College London, UK
MSc Family Medicine and Health, Menofiya University, Egypt
Bacheolar of Medicine and General Surgery, Alexandria University, Egypt

Contact :
Email: [email protected]
Mobile [phone]
Managemnt Skills By: Abdalla Ibrahim
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3. Agenda

– Definition
– Successful Confrontation
– To Confront or Not to Confront
– Confrontation Strategy
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4. Definition
• A face-to-face discussion
between two parties with a
desired Outcome of change in
the behavior of the confronted
party
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5. Definition
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Direct Expression of one’s view
(thoughts and feelings) of the
conflict situation and an Invitation
of the other party to express
his/her views

6. Successful Confrontation:
Diplomats, Leaders, Winners
Leads to:
* Resolution to the problem
•* Improve relationship
•* Effective outcome

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7. Reasons for Not Confronting

• Fear of rejection
• Fear of consequences
• Fear of hurting feelings
• Fear of losing control
• Unsure of rights
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8. Not Confronting Leads to:

• Uncontrolled explosion
• False sense of success
• Constant complaining to the
wrong people!
• Avoidance of situations
• Emotional wounds
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9. Unskilled Confronting Leads to:

Denial in forms of:
– No problem
– it’s OK.
– Stress: Ulcers+
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10. Confrontation Strategy

• Before: Look Inwards
• During: Respect
• After: Action
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11. Before Confronting
Define the issue
– What is upsetting you?
– What are the consequences of
the problem?
– What are your expectations?
– What needs to change? Why?
How?
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12. While Confronting:
• Safety First
– Appropriate time and place
– One-to-one
– Be calm and respectful
– Do not threaten, do not attack
– Establish mutual conversation
– Watch your body language
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13. While Confronting
Guideline
– Communicate openly and
directly “just the facts”
– Focus on the problem, not the
person
“Hate the sin, love the sinner”
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14. While Confronting:
Present the problem
– Use “I” instead of “You”
– Use your communication skills:
* Eye contact
•* Body language
•* Listen, listen, listen
– Confirm understanding
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15. After Confronting: Action

• Agreement
– Who does what
– By when
– Next checkpoint
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16. Any Q?

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17. References and Further Reading

• Confrontation Skills: A Valuable Tool for
Project Teams; Marc Zubrzycki, PMP
• Crucial Confrontations; Kerry Patterson,
Joseph
Grenny, Ron McMillan, Al Switzler; McGraw-Hill
• The Art of Constructive Confrontation;
John
Hoover, Roger P. DiSilvestro; John Wiley &
Sons
• The Power of Positive Confrontation;
Barbara Pachter; Marlowe and Company
• Handling Verbal Confrontation, Robert V.
Gerard, PhD.; Oughten House Foundation
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