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Confronting Tough Confronting Tough Issues Issues

Confronting Tough Issues

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Confronting Tough Issues. Confronting Tough Issues . Knowledge and Skills Required ~ Understand conflict styles ~ Apply management techniques “Managing confrontation may be practical at any step along the case management process.”. Confrontation. w Is normal w Is neither good nor bad - PowerPoint PPT Presentation

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Page 1: Confronting Tough Issues

Confronting Tough Confronting Tough IssuesIssues

Page 2: Confronting Tough Issues

Knowledge and Skills RequiredKnowledge and Skills Required~ Understand conflict styles~ Understand conflict styles~ Apply management techniques~ Apply management techniques

““Managing confrontation may be Managing confrontation may be practical at any step along the case practical at any step along the case

management process.”management process.”

Confronting Tough Issues Confronting Tough Issues

Page 3: Confronting Tough Issues

Confrontation

Is normalIs normal Is neither good nor badIs neither good nor bad Can be a catalyst for Can be a catalyst for

positive changepositive change Can be either destructive or Can be either destructive or

productive; andproductive; and Skills can be learnedSkills can be learned

Page 4: Confronting Tough Issues

Hear the feelings beneath the Hear the feelings beneath the wordswords

Be in touch with your feelingsBe in touch with your feelings Use “I” statementsUse “I” statements Forgive and ask for Forgive and ask for

forgivenessforgiveness Be responsible to changeBe responsible to change

Tough Issue Rules

Page 5: Confronting Tough Issues

One issue at a timeOne issue at a time Time outTime out Here and nowHere and now Never use “never”Never use “never” Avoid rude remarksAvoid rude remarks Avoid blamingAvoid blaming

Tough Issue Rules

Page 6: Confronting Tough Issues

RREELLAATT IIOONNSSHH IIPP

GOALGOAL

Accommodator Collaborator

Avoider Competitor

Compromiser