dificult

1. © Copyright 2014 Harvard Business School Publishing. All rights reserved. Harvard Business Publishing is an affiliate of Harvard Business School.
Resolving Difficult
Interactions
DIFFICULT INTERACTIONS

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© Copyright 2014 Harvard Business School Publishing. All rights reserved. Harvard Business Publishing is an affiliate of Harvard Business School.
RESOLVING DIFFICULT INTERACTIONS
Discussion Topics
Identifying and productively sharing emotions during a
tough situation
Assessing the facts of a difficult interaction through
frank discussion
Conducting a conversation specifically geared toward
solving the problem

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© Copyright 2014 Harvard Business School Publishing. All rights reserved. Harvard Business Publishing is an affiliate of Harvard Business School.
RESOLVING DIFFICULT INTERACTIONS
Identify Your Emotions
What were your feelings at the time of the difficult
interaction?
When emotions become intense, what has, or has not,
worked well for you when trying to defuse the
situation?

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© Copyright 2014 Harvard Business School Publishing. All rights reserved. Harvard Business Publishing is an affiliate of Harvard Business School.
RESOLVING DIFFICULT INTERACTIONS
Assess the Facts
Why is it important to accurately see the situation from
the other person’s perspective?
What are some of your techniques for ensuring that
you are listening to the other person’s side of the story
during a conversation?

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© Copyright 2014 Harvard Business School Publishing. All rights reserved. Harvard Business Publishing is an affiliate of Harvard Business School.
RESOLVING DIFFICULT INTERACTIONS
Resolve the Problem
Individually:
• Consider the conversation or conversations you had with the
other person in your difficult interaction example.
• Take a few minutes to reflect on how you communicated
with him or her to resolve the conflict.
With a partner, discuss:
• What did you say, ask, or do that worked well during your
conversation?
• What could you have said or asked differently to resolve the
problem more effectively?

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© Copyright 2014 Harvard Business School Publishing. All rights reserved. Harvard Business Publishing is an affiliate of Harvard Business School.
RESOLVING DIFFICULT INTERACTIONS
Next Steps
For any current conflicts, consider crafting a plan for
change with the other person based on your new
understanding about resolving difficult interactions.