1. Chapter Twelve:
Managing Conflict
and Dealing With Difficult People
Good leaders
"first get the right people on the bus,
the wrong people off the bus,
and the right people in the right seats."
Jim Collins
Chapter 12, Cornerstones for
Professionalism, 2/e, Pearson Education
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2. Chapter Goals
Learning
• To identify sources of
conflict in the workplace.
• To understand how the
amygdala functions.
• To assess how well you
manage conflict.
Ability
• Resolve certain types of
conflict.
• To deal with different types
of difficult people.
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Professionalism, 2/e, Pearson Education
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3. Conflict
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Professionalism, 2/e, Pearson Education
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4. The Amygdala
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Professionalism, 2/e, Pearson Education
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5. Chapter 12, Cornerstones for
Professionalism, 2/e, Pearson Education
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6. Sources of Conflict
Systemic
Conflict that is
caused by the
system's policies
and procedures
Endemic
Conflict that is
common in a
particular kind of
business or setting
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Professionalism, 2/e, Pearson Education
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7. Causes of Systemic Conflict
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Professionalism, 2/e, Pearson Education
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8. Causes of Personal Conflict
• Failure to understand
and respect
individuality
• Competing interests,
competing perspectives
• Hidden agendas
• Passive-aggressive
communication
• Arbitrarily killing
another’s ideas
• Interpersonal conflicts
• Harsh criticism
• Gender differences
• Bullying and
intimidation
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Professionalism, 2/e, Pearson Education
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9. Questions to Assess
and Resolve Conflict
Chapter 12, Cornerstones for
Professionalism, 2/e, Pearson Education
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10. Benefits of Working Through Conflicts
Chapter 12, Cornerstones for
Professionalism, 2/e, Pearson Education
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11. Conflict Resolution
Settling disputes and disagreements in a
peaceful manner through discussions that lead
to an understanding of the cause of problems.
Chapter 12, Cornerstones for
Professionalism, 2/e, Pearson Education
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12. Management’s Role
in Conflict Resolution
Chapter 12, Cornerstones for
Professionalism, 2/e, Pearson Education
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13. Personal Conflict Management
Assessment
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Professionalism, 2/e, Pearson Education
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14. Workplace Harassment
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Professionalism, 2/e, Pearson Education
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15. Types of Difficult People
• Bulldozer
• Saboteur
• Procrastinator
• Whiner
• Explorer
• Pleaser
• Grandstander
• Doomsayer
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Professionalism, 2/e, Pearson Education
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16. Leading Difficult People
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Professionalism, 2/e, Pearson Education
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17. Positive Habits That Gain Respect
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Professionalism, 2/e, Pearson Education
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18. Chapter Reflections
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Professionalism, 2/e, Pearson Education
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