Initial Reactions

initial reactions

The 8 boxes below represent initial, inner thoughts we may experience when dealing with a conflict situation. Try to split them into a good pile, and a bad pile, in terms of what you should be thinking when dealing with conflict.

How would I feel if this happened to me?

What do you think they want to happen?

That’s John’s fault again – wait ’till I see him!!!

Is there a potential solution to this?

Why is this person shouting so loud at me?

This is the fourth angry customer I’ve had to deal with in a row!

And how’s that my fault?

Why are they upset?