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1: Watch the movie clip and then answer the questions that follow.

State the cause of the conflict in the conversation.

Do you think Mark was able to empathize?

Share a real-life experience where you followed the six steps to determine the cause of the conflict and resolve it.

2: In the following scenario, Phyllis, the project manager, Matt, a project team member, and Julia, a project team member, are seated in the conference room.

Phyllis: Before we get started, let’s identify our goals.

Julia: My goal is to keep Matt from stealing the best accounts from my salespeople!

Matt: And my goal is to make sure my salespeople get a fair amount of viable accounts instead of the inactive accounts we’re working with now.

Phyllis: Okay, you two. Hold on a second. Would it be fair to say that we all share the same goal: to disperse the accounts fairly and make sure that everybody has a similar percentage of viable accounts?

Julia: Yes. I’m sorry for getting angry. That’s really what I’m looking for. I don’t mind sharing some of our active accounts with Matt’s team, but several accounts have had the same rep for years and there’s a partnership there. I don’t want to lose the relationships that have been built.

Matt: I understand that. But let’s remember that our goal is to give us both the same percentage of viable accounts. Maybe my team should get a larger share of the new accounts because these relationships haven’t been established yet.

Phyllis: That sounds fair. What do you think, Julia?

Julia: That could work. Let’s start working on the numbers.

Do you think Phyllis was able to reiterate the common goal to the team? If yes, state its impact on the conflict.

How did Matt develop objectives to which all team members agree?



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