- How do you handle interpersonal conflict
among staff members
- What happens when a library customer starts
arguing with the circulation desk staff
- What can we do to keep a passive aggressive,
avoidant, or obliging customer from dismissing the library and its services
without ever expressing any dissatisfaction
Communicating with those in our "in-group" is difficult enough,
but when we add into the mix cultural, ethnic, and individual differences
- for example race, ethnicity, gender, & religion - even more uncertainty
and potential problems can arise. 
Conflict occurs when there is "an expressed struggle between at least
two interdependent parties who perceive incompatible goals, scarce resources,
and interference from the other party in achieving their goals"
(Hocker & Wilmot, 12). More
effectively resolving such conflicts is one goal of this website, but
perhaps a more important goal is to bring about more understanding in
general regarding the differences that often pull our world and our individual
relationships apart.
While all the above questions may not be answered in a concise fashion
by working through this website you are on the path toward Intercultural
Communication Competence (ICC).
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Work through these 3 MODULES to improve your Intercultural
Communication Competence (ICC)