Although conflict occurs at all levels of organizations, we personally face differences at three levels: bosses, peers, and, if we are in a leadership position, constituents. As mentioned earlier, the real issue is not so much that conflict occurs, but rather how you handle conflict when it does.
Whatever the level, there are four questions you need to consider in determining your approach to the person with whom you have a conflict.
Which of the four behavioral styles from Chapter 6 (aggressive, nonassertive, passive-aggressive, or assertive) does this person seem to be using?
What is the person’s usual method of handling conflict?
What might he or she value in this situation?