resolving_difficult_interactions_ppt.ppt

dificult

1. Resolving Difficult Interactions DIFFICULT INTERACTIONS

2. Discussion Topics Identifying and productively sharing emotions during a tough situation Assessing the facts of a difficult interaction through frank discussion Conducting a conversation specifically geared toward solving the problem

3. Identify Your Emotions What were your feelings at the time of the difficult interaction? When emotions become intense, what has, or has not, worked well for you when trying to defuse the situation?

4. Assess the Facts Why is it important to accurately see the situation from the other person ’ s perspective? What are some of your techniques for ensuring that you are listening to the other person ’ s side of the story during a conversation?

5. Resolve the Problem Individually: Consider the conversation or conversations you had with the other person in your difficult interaction example. Take a few minutes to reflect on how you communicated with him or her to resolve the conflict . With a partner, discuss: What did you say, ask, or do that worked well during your conversation? What could you have said or asked differently to resolve the problem more effectively?

6. Next Steps For any current conflicts, consider crafting a plan for change with the other person based on your new understanding about resolving difficult interactions.