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Free articles to help you improve your ability to manage and prevent conflict.
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Defusing Hostile People Part 1
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Written by Robert Bacal
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Learn to defuse hostile people and customers from this two part article on conflict management. |
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Defusing Hostile People Part 2/2
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Written by Robert Bacal
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In this second part of the chapter we look at more techniques and skills you can use to defuse difficult and hostile customers and people.
You can find the first part of this article, Defusing Hostile People Part 1 by clicking on the link. |
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Organizational Conflict - The Good, The Bad & The Ugly
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Written by Robert Bacal
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We generally do not look at conflict as opportunity -- we tend to think about conflict as unpleasant, counter-productive and time-consuming. Conflict that occurs in organizations need not be destructive, provided the energy associated with conflict is harnessed and directed towards problem-solving and organizational improvement. However, managing conflict effectively requires that all parties understand the nature of conflict in the workplace. |
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Written by Robert Bacal
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We all negotiate in our personal and professional lives. We negotiate when we go to a garage sale, or when we want to do something different at work, or when we are dealing with members of the public.
Sometimes its easy to negotiate, but other times, when we have a great deal at stake or we are upset, the task can be intimidating or difficult.
We are going to talk about some tips to effective negotiating that can help you work more effectively with your customers, co-workers, and boss. They are also applicable to other interpersonal situations. |
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Dealing With Hostile "Bait"
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Written by Robert Bacal
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When dealing with verbal abuse or hostility from clients, it is important to be able to avoid responding to the "bait" that is placed before you. Not only is that important, but it is also important to know exactly what you can say, when you are subject to attacks like:
"If you really cared about my welfare, you would give me my check!"
"You guys in government are lazy and over-paid."
"I bet if I wasn't [ethnic group], you would give me...."
In this On The Line, we will help you deal with these kinds of remarks. |
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Exorcise Blame In Your Company
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Written by Robert Bacal
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We live in a blaming society. Whether one looks at politics, organizations, or even personal relationships, we, as a society, seem to place great importance on finding some entity or person to blame for almost everything. Political parties blame each other (watch any governmental body meeting or election campaign). Unions blame management. Management blames union. Spouses blame each other. |
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Organization Improvement: Cooperative Communication
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Written by Robert Bacal
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The workplace is a complicated place. Imagine a spider web of people, managers, supervisors and staff members who need to work together, interacting in various ways to fulfil the organization's mandate. Disagreements and conflict are bound to occur; between staff members, between staff and management, and between clients and members of your organization. |
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Conflict & Cooperation In The Workplace
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Written by Robert Bacal
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One topic that is of interest to most people in the workplace is conflict; how it works, how to avoid it, and how to deal with it when it occurs. It is indeed the rare organization that doesn't have to face the issue of conflict, and how to harness it so that it produces positive results rather than destruction.
In this article, we are going to look at some important elements of conflict, how it escalates over time, and suggest a few general strategies for dealing with it. |
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Dealing with Difficult People - It's About Skill
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Written by Robert Bacal
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The Complete Idiot's Guide To Handling Difficult Employees, released in June, 2000, and written by Robert Bacal is written for people who work with difficult employees. While the book presents solutions from the manager's point of view, the principles and realities presented in the book are sure to help anyone stuck with working with a difficult employee. Coming in in excess of 300 pages, it is a hands-on practical guide, with just enough theory to help you make intelligent decisions about how to handle those difficult people. |
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Person Centred Comments & Criticism
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Written by Robert Bacal
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There are several ways to deal with an issue in the home or workplace. You can talk about the issue, or you can shift the conversation to the personal characteristics, motives, expertise, and conduct of the other person. When you make comments about a person's conduct, expertise, etc. (usually negative) you shift the situation to an attack/defend one, even if that isn't what you intended to do. |
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Conflict Management 
