Conflict Resolution

- With Myra Golden

THREE W's METHOD: Week of June 14-18, 2021

Discussion Question(s):

Select one (or both) of the situations and, as a group, go through how you would apply Myra’s 3W framework to deescalate the situation. You can use this worksheet to help lead you through this activity. 

  • John has assigned you and your team an important project. Due to circumstances out of your control, your team will not be able to complete the project by the given deadline. John, frustrated, explains that this project is critical to his operations and a delay in the project will affect multiple terminals and cause revenue loss. How would you apply the 3W framework to this situation?

  • A driver is upset because he believes there has been a mistake with his paycheck and that he should have received more pay. He comes into the terminal with the physical copy of his paycheck and demands that the issue be resolved immediately. How would you apply the 3W framework to this situation?