When finding out what you can do to resolve a conflict, why is it important to remain calm?

• There is no need to feel personally attacked; choose appropriate behavior.

• It helps break the cycle of negativity.

• You can not make other people say or do anything to solve a problem.

Whenever you are dealing with other people, you can only control:

• their actions and words

• your own actions and words

How does showing respect relate to interpersonal skills?

• Smile, say hello, wave, give compliments

• So you don't do or say something you will regret

• It helps you build positive relationships.

Why is it important to listen to a customer's question or request?

• So you don't do or say something you will regret

• It helps break the cycle of negativity.

• So that you can provide specific help

Why are positive thoughts important to staying positive?

• So that you can provide specific help

• It helps break the cycle of negativity.

• When in doubt, stay hands-off.

What does it mean to be aggressive?

• State your "wants" in a way that is too forceful

• Avoid confrontation; let others have their way

• State your "wants" in a calm, respectful, confident way

What does it mean to be deferring?

• State your "wants" in a way that is too forceful

• Avoid confrontation; let others have their way

• State your "wants" in a calm, respectful, confident way

What is good rule of thumb for appropriate contact?

• Refer them to someone who can help or go find an answer (ask someone else, etc.).

• When in doubt, stay hands-off.

• Contact that always makes the other person uncomfortable.

In resolving conflicts, why is it best to be assertive?

• It helps break the cycle of negativity.

• It builds teamwork and improves morale/attitude

• It allows for compromise without giving in to others.

What is empathy?

• The ability to understand and relate to the feelings of others

• participating in activities or mixing with others

• Contact that does not make the other person uncomfortable