7.1. OVERVIEW
A classic issue faced by organizations world-wide is how to effectively promote their teams' abilities to resolve conflict. Conflict just is—it's not good or bad on its own; it's just something that happens. What makes it useful or destructive comes from the attitude and capabilities of those charged with responding to the conflict. Emotional and social intelligence (ESI) skills are at the forefront of what it takes to respond effectively. Depending on the conflict, a mix of technical competence, organization resources, and individual and team ESI skills is required to address any challenging scenario. Because these skills frequently show up as behaviors, we'll refer to the terms ESI skills and ESI behaviors interchangeably. Seven ...
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