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Where there is Darth
Vader….there are
DIFFICULT
INTERACTIONS.
Part 1:
The ANATOMY
of a Difficult
Interaction
What causes
them?
70%
of all conflicts
are caused by
misunderstandings.
1
Misunderstanding
2
Disagreement
Negotiable
Non-negotiable
(rarely the case)
What causes
them?
Why are they
so difficult?
1
Subject
Matter
Easy
1.SubjectMatter
“We found the rebel base.”
Easy Medium
1.SubjectMatter
“The hyperdrive is broken.”
DifficultEasy Medium
1.SubjectMatter
“The rebels got away.”
1
Subject
Matter
2
Personality
Types
2.PersonalityTypes
Power
Driven
2.PersonalityTypes
Power
Driven
Intimacy
Driven
2.PersonalityTypes
Power
Driven
Intimacy
Driven
Fun
Driven
2.PersonalityTypes
Power
Driven
Intimacy
Driven
Fun
Driven
Peace
Driven
2.PersonalityTypes
Power
Driven
Intimacy
Driven
Fun
Driven
Peace
Driven
2.PersonalityTypes
Which personality
are YOU?
1 2
Personality
Types
Subject
Matter
3
Relationship
Status
3.RelationshipStatus Are they a stranger?
3.RelationshipStatus Are they your peer?
3.RelationshipStatus
Are they friend or family?
3.RelationshipStatus
Are they your employee or employer?
Sometimes,
YOU are the
problem.
What causes
them?
Why are they
so difficult?
Why do we
avoid them?
Avoidance
is NOT a Strategy
What causes
them?
Why are they
so difficult?
Why do we
avoid them?
How do they
escalate?
What causes
them?
Why are they
so difficult?
Why do we
avoid them?
How do they
escalate?
Misunderstanding or Disagreement
Why are they
so difficult?
Why do we
avoid them?
How do they
escalate?
What causes
them?
Misunderstanding or Disagreement
Conflict
What causes
them?
Why are they
so difficult?
Why do we
avoid them?
How do they
escalate?
Misunderstanding or Disagreement
Conflict
Confrontational Language or Behavior
Where do they
come from?
What makes
them difficult?
Why do we
avoid them?
How do they
escalate?
Misunderstanding or Disagreement
Conflict
Confrontational Language or Behavior
Emotion
Difficult interactions - Part 1

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Difficult interactions - Part 1