1 Managing Conflict with the E-R-I Model

The possibility for conflict exists everywhere. Conflicts arise out of everyday differences of opinion, disagreements, and the interplay of different ideas, needs, drives, wishes, lifestyles, values, beliefs, interests, and personalities. Yet conflicts are more than just debates or negotiations. They represent an escalation of everyday competition and discussion into an arena of hostile or emotion-provoking encounters that strain personal or interpersonal tranquility, or both.

For example, a bill from your doctor is higher than you expect or think it should be. You go to your doctor to discuss it, and he explains that the amount increase is justified because he spent more time than in a usual office visit. ...

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