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Less skilled
• Avoids conflict.

• Struggles to make progress when working through disagreements.
• Takes sides without digging deeply enough to fully understand the issues.
• Allows conflicts to cause massive disruption in the organization.
• Puts people on the defensive.

• May accommodate, wanting everyone to get along.

Talented
• Anticipates conflicts before they happen, based on knowledge of interpersonal and group dynamics.
• Asks questions and listens closely to all issues presented by stakeholders.

• Finds common ground and drives to consensus, ensuring that all feel heard.
• Defuses high-tension situations effectively.

Overused skill
• May be seen as meddling in others’ issues.
• Is too eager to engage others in debate.

• Pushes for resolution before others are ready.

Some possible causes of lower skill
Causes help explain why a person may have trouble with Manages conflict. When seeking to increase
skill, it’s helpful to consider how these might play out in certain situations. And remember that all of these
can be addressed if you are motivated to do so.

• Avoids conflict.
• Defensive.
• Inflexible or rigid.
• Gets too emotional.

• Takes things too personally.
• Too sensitive.
• Strong viewpoints on everything.

• Impatient.
• Poor communicator.
• Prioritizes own interests over others’.
• Doesn’t gauge impact on others well.

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