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CHAPTER 7 MANAGING CONFLICT AND ANGER (Types of Conflict (Interest,…
CHAPTER 7
MANAGING CONFLICT AND ANGER
Conflict is a natural outcome of human interaction that begins when two or more social entities come into contact with one another in attaining their objectives
Types of Conflict
Interest
Structural or resource
Information or data
Relationship
Values and beliefs
Intensity of Conflict
Problem to solve
Disagreement
Contest
Fight, Flight or freeze
Intractable situation
Conflict Competence
3 key element. cool down, slow down and engage constructively
Cognitive Skills: Look at conflict as something to embrace than to avoid
Emotional skills: Ability to understand and regulate responses to conflict, and maintain emotional balance
Behavioural skills: Ability to engage constructively
Anger
A strong feeling which makes you want to hurt someone or be unpleasant because of something unfair or hurtful that has happened’.
Types of anger expression
-Assertive, passive and aggressive
-Overt, covert or delayed
-Appropriate, excessive or misdirected
Managing Anger
-Give yourself
-Choose yourself
-Know your self
Managing angry people
-Listen
-Agree
-Be specific
-Use humor
Stand up for them
-Go for a solution