This chapter focuses on the important topic of conflict management. Conflict is a
natural part of the discussion process. However, conflict can sometimes become
so intense that a group’s functioning is damaged. In this chapter we examine
sources of conflict, the desirability and undesirability of conflict, types of conflict,
and some methods for conflict management. Blake and Mouton’s Conflict Grid is
discussed as one possible model for conflict management. Don’t forget: “Rudeness
is contagious” (Goleman, Boyatzis, & McKee, 2002, p. 16).
