Confrontation skills

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This is a simple guidance to improve your skills in the conflict situations that everybody meet on a daily bases. It is efficient at work as well as at home with your family. It will help you to professionally confront without losing your temper or acquire new enemy.

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Confrontation skills

  1. 1. CONFRONTATIONEdited byAbdalla IbrahimMSc MCH, MSc FMH, M.B.Ch.BOctober 2010
  2. 2. Editor:Abdalla IbrahimCertified Healthcare Surveyor and Accreditation SpecialistFamily Doctor SpecialistPrimary Health Care, Ministry of Health, BahrainQualification:MSc Mother and Child Health, University College London, UKMSc Family Medicine and Health, Menofiya University, EgyptBacheolar of Medicine and General Surgery, Alexandria University, EgyptContact :Email: abdallaibrahim@hotmail.comMobile +973 390 428 59Managemnt SkillsBy: Abdalla Ibrahim2
  3. 3. Agenda– Definition– Successful Confrontation– To Confront or Not to Confront– Confrontation Strategy3Edited by Abdalla Ibrahim
  4. 4. Definition• A face-to-face discussionbetween two parties with adesired Outcome of change inthe behavior of the confrontedparty4Edited by Abdalla Ibrahim
  5. 5. DefinitionEdited by Abdalla Ibrahim5Direct Expression of one’s view(thoughts and feelings) of theconflict situation and an Invitationof the other party to expresshis/her views
  6. 6. Successful Confrontation:Diplomats, Leaders, WinnersLeads to:* Resolution to the problem•* Improve relationship•* Effective outcome6Edited by Abdalla Ibrahim
  7. 7. Reasons for Not Confronting• Fear of rejection• Fear of consequences• Fear of hurting feelings• Fear of losing control• Unsure of rights7Edited by Abdalla Ibrahim
  8. 8. Not Confronting Leads to:• Uncontrolled explosion• False sense of success• Constant complaining to thewrong people!• Avoidance of situations• Emotional wounds8Edited by Abdalla Ibrahim
  9. 9. Unskilled Confronting Leads to:Denial in forms of:– No problem– it’s OK.– Stress: Ulcers+9Edited by Abdalla Ibrahim
  10. 10. Confrontation Strategy• Before: Look Inwards• During: Respect• After: Action10Edited by Abdalla Ibrahim
  11. 11. Before ConfrontingDefine the issue– What is upsetting you?– What are the consequences ofthe problem?– What are your expectations?– What needs to change? Why?How?11Edited by Abdalla Ibrahim
  12. 12. While Confronting:• Safety First– Appropriate time and place– One-to-one– Be calm and respectful– Do not threaten, do not attack– Establish mutual conversation– Watch your body language12Edited by Abdalla Ibrahim
  13. 13. While ConfrontingGuideline– Communicate openly anddirectly “just the facts”– Focus on the problem, not theperson“Hate the sin, love the sinner”13Edited by Abdalla Ibrahim
  14. 14. While Confronting:Present the problem– Use “I” instead of “You”– Use your communication skills:* Eye contact•* Body language•* Listen, listen, listen– Confirm understanding14Edited by Abdalla Ibrahim
  15. 15. After Confronting: Action• Agreement– Who does what– By when– Next checkpoint15Edited by Abdalla Ibrahim
  16. 16. Any Q?16Edited by Abdalla Ibrahim
  17. 17. References and Further Reading• Confrontation Skills: A Valuable Tool forProject Teams; Marc Zubrzycki, PMP• Crucial Confrontations; Kerry Patterson,JosephGrenny, Ron McMillan, Al Switzler; McGraw-Hill• The Art of Constructive Confrontation;JohnHoover, Roger P. DiSilvestro; John Wiley &Sons• The Power of Positive Confrontation;Barbara Pachter; Marlowe and Company• Handling Verbal Confrontation, Robert V.Gerard, PhD.; Oughten House Foundation17Edited by Abdalla Ibrahim

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