I-statements to help in communication

DISCUSSION 2

he S-TLC system for responding to conflict teaches us to stop, think, listen, and communicate. For this discussion, read the scenario below. Put yourself in the role of Maria and apply the S-TLC system to help her respond to the conflict appropriately. Be sure to thoroughly analyze the conflict and identify what Maria’s goals should be. Include the use of I-statements to help Maria communicate with her boss.

Case Study Scenario Maria is an account assistant for with three offices in the region. She has worked in this position for almost six years. During this time she has worked for several account managers that have left the organization or has moved to different departments. Maria has developed a very good working relationship with many of the external customers and has developed into the “go-to” person at the office for customer information. Due to the slow economy, sales have been down and the senior executives have decided to consolidate the three local offices. Senior management consulted with Maria’s manager, but not with Maria, when gathering information to make the changes. One of the results that came from this reorganization included several changes to Maria’s job description and how customer accounts were going to be handled. Maria was not happy with these changes and felt that the changes could also have a negative impact on the customer relationships that have been formed. She wants to share her frustrations about these new changes.

DISCUSSION 1

We each have unique personalities and this affects how we handle conflict. In this assignment, you will be learning more about your personality type by taking a free personality test. Complete the Enneagram Test with to an external site.. There are 52 questions, and it will take about 15 minutes to complete.

Share your results with the class. Discuss how do you think your personality type affects your ability to resolve conflicts? Explain how your personality type plays a role in the communication process and the negotiation process for resolving conflict.

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