September 1999
The Director - Features
Explosive Situations
Conflict-resolution techniques help you diffuse differences in a healthy manner for all involved
We have all experienced conflict within our homes, among our circle of friends and in our workplace. People have unique interpretations, values and even unconscious needs that clash with those of others. The substantive issue is not why conflict exits, but how it is resolved‹whether in healthy or unhealthy ways.
In Explosive Situations—Conflict-resolution techniques help you defuse differences in a healthy manner for all involved, Stephen Rocco describes a true incident that happened to him that illustrates how human conflict is simply a part of our interdependent human existence. The article demonstrates how funeral directors can redefine conflict and remain in control of disputes with employees, co-workers or with the public.
Rocco is a licensed funeral director and co-owner of Salvatore Rocco & Sons, Inc., in Everett, MA. He is also an instructor at the New England Institute at Mount Ida College in Newton, MA
