Set the tone
Intensity levels of emotion vary throughout the conflict process
Phase 7- evaluate the process and outcome
Phase 5- select from among alternatives
Conflict is marked by a triggering event that elicits emotion
Phase 4- facilitate creative solutions
Define and discuss the conflict
Set a follow-up time
Conflict manager/leader helps resolve a dispute
Phase 3- analyze and interpret data
Conflict is identity based
Manipulative behaviors- expressing needs in an underhanded way
Assertive behavior-standing up for rights in an appropriate way
Conflict is relational- power and social status are a source
Summarize progress
Phase 2- identify the problem
The experience of emotion is fundamentally a values-based process
Explore alternative solutions
Phase 6- generate strategies and implement decisions
Passive behaviors- failing to express your own thoughts and feelings
Phase 1- define the objectives for the solution
Aggressive behaviors- standing up for yourself but violating other's rights
