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Conflict Resolution

The Skill That Makes The Difference

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Course AgendaWelcome & Introductions

Identifying Conflicts

Opportunities With Conflict

Process Of Conflict Resolution

Resolving Conflict With Others

Summary/Debrief

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Course ObjectivesAfter Today’s Session, You Will Be Able To…

Discover How To Respond To Conflict Learn How To Meet Confrontations Head-On Effectively Respond To Negativity In Others Turn Differences Into Opportunities Communicate Your Way To Resolution Demonstrate The Ability To Resolve Conflict

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Definition Of Conflict

Simply PutConflict Is Two Or

More Differing Points Of View

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What Causes Conflict?

Split Into Two Groups

At Your Flip ChartsList The Causes Of Conflict

Be Prepared To Report Out Your Responses To The

Group

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Self AssessmentDealing With Our Emotions

A Self-Assessment

Take A Moment To Complete The Self-Assessment On Page

#4

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Common Responses Avoidance

Accommodate Compromise

CompetitionCollaboration

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Common Responses Avoidance Is a common response to the negative

perception of conflict. Generally, feelings get hurt, views go unexpressed, and the conflict festers until it becomes too big to ignore, then grows and spreads until it kills the relationship. Because concerns go unexpressed, people are often confused, wondering what went wrong in a relationship.

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Common Responses Accommodate Also known as smoothing, is the

opposite of competing. Persons using this style yield their needs to those of others, trying to be diplomatic. They tend to allow the needs of the group to overwhelm their own, which may not ever be stated, as preserving the relationship is seen as most important.

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Common Responses Compromise Is an approach which people gain and

give in a series of tradeoffs. While suitable, compromise is generally not satisfying. We each remain shaped by our individual perceptions and don't necessarily understand the other side very well. We often retain a lack of trust and avoid risk-taking involved in more collaborative behaviors.

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Common Responses Competition Is a style in which one's own needs are

advocated over the needs of others. It’s an aggressive style of communication, with low regard for future relationships, and the exercise of coercive power. This style tend to seek control over a discussion. They fear that loss of such control will result in solutions that fail to meet their needs.

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Common Responses Collaboration Is the combining of individual needs and

goals toward a common goal. Often called "win-win," collaboration requires communication and cooperation in order to achieve a better solution than either individual could have achieved alone. It offers the chance for consensus, and the potential to exceed “possibilities".

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Your Conflict Situations

Think About Conflict Situations That You Are

Currently Facing

Break Into Groups Flip Chart Your Responses

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Your Conflict SituationsUsing Your Conflict Situations

Choose One To Solve

How Will You Respond?

What Will Be The Outcome?

Be Prepared To Report Out To The Group

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Conflict ResolutionAs You Watch The Video

Take Note Of The Guidelines For Resolving

Conflict

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Video DebriefGuidelines For Conflict Resolution Encourage Others to Explain Their Side Listen To Understand, Not Respond State Your Understanding Build On The Other Person's Position Explain Your Own Position Focus On Creative Solutions

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Time For A BreakEncourage Others To Explain Their Side

Listen To Understand, Not Respond

Build On The Other Person’s Position

Explain Your Own Position

Focus On Creative Solutions

Separate The People From The Problem

Focus On Interests, Not Positions

Invent Options For Mutual Gain

Insist On Using Objective Criteria

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Conflict Scenario Practice

Pair Up With A Partner

Read The Scenarios And Draft Your Responses Using The

Guidelines On Page #7Encourage Others To Explain Their Side

Listen To Understand, Not Respond

Build On The Other Person’s Position

Explain Your Own Position

Focus On Creative Solutions

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Benefits Of ConflictConflict Can Be A Positive Occurrence Conflicts can lead to better, more effective,

communications and relationships Conflict can be a catalyst in creating innovative and

creative solutions to existing problems Conflict can bring us new ways of thinking about all

that we do and about everyone we work with Conflict can allow important issues to become more

visible so they may be resolved

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Conflict Opportunities

When Managed Effectively,Conflict Can Be A Positive

Occurrence

In Your Table Groups, Discuss Past Conflicts And Describe Opportunities That Created Value In This Conflict

Page #12

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Conflict With Others Separate the People from the Problem

Focus on the issues or processes, not the individuals

Focus on Interests, Not Positions Concentrate on interests or needs, we have more

in common than what we had assumed Invent Options for Mutual Gain

It’s important that both parties give something Insist on using Objective Criteria

You cannot use emotion or subjectivity when determining how best to measure your results

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Practice ScenariosIn Your Table Groups

Role Play The ScenarioUsing The Provided

GuidelinesSeparate The People From The Problem

Focus On Interests, Not Positions

Invent Options For Mutual Gain

Insist On Using Objective Criteria

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Avoid Defensive Reactions Give Specific Examples. Providing specific and

recent examples helps clarify the issue. Describe Behavior—Not The Person. Describing

the behavior instead of the person gives a less personal and a more accurate description.

Don’t Exaggerate. To say, “You’re never on time” is probably untrue. Instead you say “last week you were late three out of five days.”

Start With “I” Statements. Placing the emphasis on how you perceive the situation is more accurate and makes the feedback easier to accept.

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Defensive ReactionsPair Up With A Partner

Rewrite The Statements

Using The Guidelines For Discouraging Defensive

Reactions

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Your Conflict Situations

Refer To Your Conflict Situations

Pair Up With A Partner To Role Play The Situations

Be Prepared To Report Out Your Solutions To The Group

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Wrap Up / DebriefProcess Of Conflict Resolution Encourage Others to Explain Their Side Listen To Understand, Not Respond State Your Understanding Build On The Other Person's Position Explain Your Own Position Focus On Creative Solutions

Resolving Conflict With Others Separate The People From The Problem Focus On Interests, Not Positions Invent Options For Mutual Gain Insist On Using Objective Criteria

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Quick Reference Opportunities With Conflict Consequences Of Conflict Guidelines Of Conflict With Others Guidelines For Conflict Resolution Common Responses To Conflict Common Causes Of Conflict

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What Questions Do You Have?