Conflict Resolution Techniques

Dr. Jenny Burn discusses conflict resolution, emphasizing its natural occurrence in daily life. She outlines common responses to conflict, such as avoidance and aggression, and introduces a more effective method: non-aggressive conflict resolution. The STABEN method is detailed, with steps including identifying the source, choosing the right time and place, using an amicable approach, specifying behavior, expressing emotion, and stating needs. The method aims to facilitate dialogue and negotiation, offering a structured approach to resolving conflicts efficiently.

What is a common reason people avoid conflict?

• They are unaware of the conflict.

• They enjoy confrontation.

• They feel uncomfortable with conflict.

• They want to resolve issues quickly.

What is the STABEN method primarily used for?

• Aggressively confronting others.

• Ignoring the problem.

• Avoiding conflict altogether.

• Non-aggressive conflict resolution.

In the STABEN method, what does 'S' stand for?

• Solution

• Source

• Strategy

• Support

Why is choosing the right time and place important in conflict resolution?

• It ensures the conflict is ignored.

• It helps in avoiding the conflict.

• It allows for more aggressive confrontation.

• It makes the discussion more effective.

What is the purpose of starting with an amicable approach?

• To end the conversation quickly.

• To make the other person defensive.

• To gain the person's positive attention.

• To avoid discussing the conflict.

In the STABEN method, what does 'B' stand for?

• Benefit

• Behavior

• Belief

• Balance

How should emotions be expressed in the STABEN method?

• By blaming the other person.

• By using 'I' statements.

• By avoiding emotional expression.

• By generalizing the feelings.

What does 'N' in the STABEN method represent?

• Negotiation

• Need

• Nurture

• Neutrality

What should you do if the initial conflict resolution attempt fails?

• Try the STABEN method again.

• Become aggressive.

• Ignore the conflict.

• Give up on resolving the conflict.

How can unresolved conflicts be escalated in a workplace setting?

• By ignoring them.

• By discussing with a supervisor.

• By becoming more aggressive.

• By quitting the job.