Learning Points for the Good Ending

Realizing that people have different styles for handling conflict and recognizing these differences will help you diffuse conflict. Ideally you should analyze your audience, learn their needs and differences, and design your communication to meet their needs.

Did you notice that Pauline:

• sets boundaries (e.g., Nick and Gail are not to have any contact with one another until the meeting tomorrow with Pauline)?
• sets rules (e.g., no insulting one another) for the meeting that create an atmosphere conducive to opening up and sharing feelings?
• gets the two to open up and share their ideas and feelings about the design of the program (e.g., Gail talked about her process and not wanting to duplicate work)?
• has both of them think up some solutions for resolving their conflict?

Click the "next" button to watch what happens when Pauline fails to meet this challenge.

 
 
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