Choosing a communication strategy for resolving conflicts depends on a number of things, including your underlying disposition for handling conflicts in a particular way. The greater awareness you have about your ‘go-to’ style, the better equipped you will be deciding if that style/strategy or another may be the most effective when dealing with conflict – whether with a customer or co-worker.
Completing the Learning About Yourself Exercise: What is Your Primary Conflict-Handling Style? gives you an opportunity to discover your preferred conflict handling strategy.
Step 1: Complete the Conflict Communication Style Assessment.
Source: Fundamentals of Organizational Behaviour, Fifth Canadian Addition by Nancy Langton, Stephen Robbins and Timothy Judge.
Step 2: Write a 2-page reflection (minus Title page) on your results:
Ø What is your preferred style? Did it surprise you? Explain.
Ø Describe a recent conflict you were involved in. What happened? Did you resolve the conflict?
Ø What conflict style did you use? Was it the most appropriate? If so why? If not, knowing what you know now about conflict strategies, which would have been most appropriate?
Ø How will you use this information going forward?
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