The Big Picture

Question 1

Good conflict manager

Answer 1

Triggers (identify, 3 types, examples
Maslow and Herzberg (theories, motivation)
Why? (Is there a need?)

Question 2

Effective communication in a conflict situation

Answer 2

Heroic response (don’t use)
How to use communication to resolve conflict?
Noise (define, 3 ways to overcome (active listening), examples)
2 conflict resolution paradigms
What gets communicated?

Question 3

Constructive conflict resolution

Answer 3

Nine-step process
5 rules of CCR
Impasse (examples/what to do)
Plays tough (what to do)

Question 4

Distributive negotiation (play to win)

Answer 4

Define ZOPA (triangle drawing), RV, BATNA
Three preparation steps
Tips
When making the first offer you should…