Handout- Interaction Skill Managing Conflict.docx - Policy...

Policy Library: Interactional Competency Policy Skill Demonstration Handout
School of Social Work, Virginia Commonwealth University
SLWK 606: Policy, Community and Organizational Practice II

Managing Conflict with Customer Service Skills and Emotional Intelligence (EI)
A Policy Skill: Interactional Policymaking Competency
POLICYMAKING OVERVIEW
What are policymaking and the interactions? Policymaking is a government goal-oriented action to
address problems or issues in the country. Many groups (e.g., President, Congress, Cabinet, Delegates,
Political parties, interest groups, the media) interact to make public policies . There are five stages of
policymaking, and various entities have
many interactions within the stages
(UShistory.org, n.d.).
Five Stages of Public Policymaking
The five stages of policymaking include (1)
identifying a problem and setting an agenda,
(2) formulation, (3) adoption, (4)
implementation, and (5) evaluation of the
policy. Policymaking is a revolving cycle,
see Figure 1. (Moonesar, 2016).
DEFINING KEY TERMS
What is conflict? A serious disagreement or
argument ( Merriam-Webster, n.d.).
What is managing? To handle with a
degree of care or succeed in doing
something (Cambridge Dictionary, n.d.;
Merriam-Webster, n.d. ) .
What is customer service? A professional
that addresses the client's needs and ensure they have a pleasant experience ( What Is Customer Service?

services. It involved entities having meaningful conversations who want their views heard taken into
consideration, and they want to feel they are important and valued. The act of not being mindful of one's
and others' feelings and our interaction among each other will result in tensions and conflict. In most
cases, the use of customer service skills and EI can de-escalate tense situations and help manage or
avoid conflict.