Help
Options
Didn't know it?
click below
click below
Knew it?
click below
click below
Don't Know
Remaining cards (0)
Know
retry
shuffle
restart
0:00
Embed Code - If you would like this activity on your web page, copy the script below and paste it into your web page.
Normal Size Small Size show me how
Normal Size Small Size show me how
CST3-Diff Int
Difficult Interaction and Difficult People
| Question | Answer |
|---|---|
| Causes of Difficult Interactions | people have two different solutions and goals at stake concerning a particular issue; also work style, personality, communication style |
| Investing in Improved Relationships | Ask if you are the problem, examine motives (venting or problem solving), determine importance of relationship, consider potential for improvement |
| Assessing the Facts | Share your impressions, information, explore and clarify positions, acknowledge your contribution to the problem |
| Identifying the Emotions | Suppressing emotions makes communication more difficult, rethink destructive emotions, express your emotions |
| Common reactions - Defensiveness` | Avoiding conflict, striking back, burying emotions (analytical disengaged) |
| Productive Approaches - Defensiveness | self awareness of self-image, adopt compromise attitude, accept imperfections |
| Solving the Problems | have a focused conversation, frame the problem productively, keep sharing and listening, develop and implement a plan for change |
| Facilitating Resolution | help individuals define the problem, ensure parties are listening, help identify areas of agreement, encourage brain storming, suggest creating a plan, schedule future meetings |
| how to stop the whining (movie) | 1. distinguish from venting are you venting or asking for ideas 2. take a no whining aloud stance (undesirable behavior) you want ideas and solutions 3. Call em on it (id words and phrases that make them whiners) 4.don't ignore it; becomes contageous |
Created by:
gwellnvrmind
Popular Management sets