Difficult Conversation
Notes from Administrator Academy "Difficult Conversations" How to discuss Crucial issues to improve relationships and performance". I have the handout filed under "Management/Difficult Conversations"
1. Difficult Conversation - and conflict management - takes up 40-90% of managers' time
2. There are common, known causes for conflict (see p. 4) unclear expectations, ineffective or poor communication, lack of clear jurisdiction or boundaries, interpersonal style or attitutdes (race, religion, ethics), conflicts of of interest, organizational change
3. Functional View of Organizational Conflict. (Bacal) is that conflict is normal and can be productive. Managers must work to manage conflict positively in order to employees to increase their knowledge and skills.
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Useful resources.
p7. Goleman 5 components of emotional intelligence
p. 11 Committed listening checklist
