Developing Management Skills, Ninth Edition

Skill Practice Exercises for Resolving Interpersonal Disputes

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• 5 = High

Initiator
	Maintained personal ownership of the problem, including feelings
	Avoided making accusations or attributing motives; stuck to the facts
	Succinctly described the problem (behaviors, outcomes, feelings)
	Specified expectations or standards violated
	Persisted until understood
	Encouraged two-way interaction
	Approached multiple issues incrementally (proceeded from simple to complex, easy to hard)
	Appealed to what the disputants had in common (goals, principles, constraints)
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