Conflict and crisis management is an important part of communication and conversation between people. Once the student understands his or her own communication and conversation styles and practices, he or she is in a position to keep the following questions in mind throughout professional and private life:
- Who are the participants in communication or conversation?
- The “How?” of communication and conversation.
- The “what?” of communication and conversation.
- Observable behaviors and reactions (conscious and unconscious).
- Conflicts and crises.
We define conflict as a component of the system, in which there are mutually exclusive objectives, so that fulfilling one objective would make the fulfillment of another objective unlikely or impossible (Berkel 1999).
