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Anne and Kim are very different culturally and in their work styles. Kim is annoyed by Anne's attitude, insensitive comments and fashion clothes.

Anne, who is new, feels that Kim does not fit in well, and is frustrated by her messy desk and personal hygiene issues.

Their relationship is spinning out of control. Anne takes the lead and sets up an open discussion where they give each other feedback, discuss their differences and come to a resolution for an effective working relationship.

Part 1 - Communication Breakdown

Part 2 - Feedback and Resolution - 20 Key Learning Points are provided in an alternate version.

In How to Resolve a Personality Clash, learn how to manage a team conflict through open discussion where feedback is welcomed and differences are discussed openly in order to build effective working relationships.

The dramatized case study featured in the course is about a clash between Anne and Kim who are very different culturally and in their work styles. Kim is annoyed by Anne's attitude, insensitive comments and fashion clothes. Anne, who is new, feels that Kim does not fit in well, and is frustrated by her messy desk and personal hygiene issues. Their relationship is spinning out of control. Anne takes the lead and sets up an open discussion where they give each other feedback, discuss their differences and provide a road map for others to come to a resolution for an effective working relationship.

When resolving a personality conflict, start the meeting positively and acknowledge past without blame;
Establish a goal for effective communication;
Give positive feedback, starting with a specific issue;
Listen and acknowledge the response, agree and move onto next item;
Make practical suggestions and give clear explanations;
Provide encouragement and be sensitive with hygiene feedback;
Ask for feedback, listen and acknowledge and be open to change;
Apologize for inappropriate actions and thank for feedback;
Remain calm and open;
Summarize and praise;
Reinforce goals and actions for future;

This is available as part of

Difficult People and Situations Series
A series of 4 outstanding dramatized videos - a must for every business! Excellent case studies to help develop effective communication and leadership skills. Covers: Open communication, conflict resolution, and teamwork. Leadership, feedback and problem solving Diversity, bullying and sexual harass... read more
Course Length (minutes)
40
Course ID
DIFF02

Handouts

Description
Leaders Workbook

Only preview versions of handouts can be viewed without a license.