A difficult conversation poorly handled

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This is one of two Sticky Stories illustrating the same difficult conversation, handled in two different ways. In this story an emotional conversation between an upset business manager and an internal IT manager escalates into a more severe conflict. This story is useful for training and development to handle difficult conversations and resolve conflict.

Suggested Talking Points

  • Did either of these people achieve the outcome they would hope for, in this conversation?
  • What makes this conversation difficult?
  • Can we think of any shared goals these two people might have?
  • What behaviour did we see that contributed to this conflict escalating?
  • What could the man have done differently?

Duration
1 min 28 sec