After reading the case you are to analyze and discuss the important dimensions of conflict-management that are needed to deal with “difficult” people in the workplace. We cannot avoid the fact that we WILL meet someone at work that presents a challenge. We must know successful ways to deal with these people so the problem does not escalate. Having strong conflict-management skills can have a positive impact on issues that might otherwise develop into a major crisis. Your paper should use the terms and concepts found in Chapter 9 as well as the information you find in your references. You will want to use credible references that focus on conflict in the workplace; strategies to deal with highly difficult people; and you might look into the successful use of APOLOGIES for mediating conflicts. Sometimes a simple apology for “our side of the conflict” ( this is NOT saying to someone ” I am sorry for what I did but I did it because you are a JERK!” That will never work. Even if the person is a “jerk” or difficult, you may have lost your temper etc. and that is what you talk about-NEVER their behavior.
