Conflict Resolution Skills

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Information about Conflict Resolution Skills

Published on November 17, 2013

Author: lionnagaraju



a presentation on what conflict is, how conflicts arise and how conflicts can be managed and resolved.

Conflict Resolution Skills mnRAJU

Activity 1  Form pairs  1s make a fist  2s persuade 1s to open  Discuss successes/failures  Debrief mnRAJU

Is there a Conflict? mnRAJU

Session Objectives  Identify and understand conflict  Identify factors leading to conflicts  Learn conflict management styles  Practise resolution strategies mnRAJU

What is a Conflict? Hostility between individuals or groups due to incompatible expected outcomes, opinions, ideas, beliefs, values, needs or interests. mnRAJU

What Causes Conflicts? If you agree with the first statement/word, move left and turn left. If you agree with the second, move right and turn right. Reset in the middle after each round. Debrief mnRAJU

Working Together is NOT Easy  No two people are alike  Competition for limited resources  Misconceptions, miscommunication  Trust deficit  Diverse beliefs/views/approaches  Personality clashes  Jurisdictional ambiguities mnRAJU

Is Conflict Good or Bad? “Little is attained without constructive management of conflict.” - Relations breakdown - Productivity decreases - Decision making slows + + Increased creativity + New solutions + Opportunities to test mnRAJU capabilities

Stages of Conflict Applying Appropriate Solution Diagnosing & Defining Conflicts 1 Sensing Conflicts 6 Conflict 2 Management 3 5 Evaluating Outcome Anticipating Conflicts 4 Identifying Alternative Solutions mnRAJU

Levels of Conflict mnRAJU

Types of Conflict mnRAJU

What is Management? Skilful use of available resources mnRAJU

What is Conflict Management? “actions, responses, processes and systems that help prevent, identify, handle and manage conflicts in a sensible, fair, peaceful and efficient manner.” mnRAJU

Conflict Resolution mnRAJU

Managing Conflict Styles mnRAJU

Assertive Managing Conflict Styles Compete Collaborate Compromise Avoid Accommodate Cooperative mnRAJU

Conflict Styles - Avoiding Assertive Advantage: -Avoid risks -Allow cooling Avoid Cooperative Disadvantage: - Ignore your own opinion mnRAJU

Assertive Conflict Styles - Competing Compete I win, you lose. Advantage: -In emergencies -Clear winner Disadvantage: -Disrupt relationship -May recur Cooperative mnRAJU

Conflict Styles - Accommodating I lose and give in Assertive Advantage: -Person more important -Build goodwill Disadvantage: - Giving in / let go Accommodate Cooperative mnRAJU

Assertive Conflict Styles - Compromising Both get something Advantage: -Build friendship Compromise Disadvantage: -Both give up something -Time consuming Cooperative mnRAJU

Assertive Conflict Styles - Collaborating Collaborate I win, you win Advantage: -Building team -Avoid later problems Disadvantage: -Time consuming -Hard to achieve Cooperative mnRAJU

Steps to Resolve mnRAJU

Do’s  Appreciate differences  Act fast and resolve quick  Focus on problem, not people  Be open to alternatives  Negotiate  Listen & Empathize mnRAJU

Act Right  Opponents  Partners  Attack & defend  Cooperate  You or me  You and me  Knee-jerk reaction  Needs analysis  Conflicting needs  Complementary needs  I want to win  I want you to win too mnRAJU

Win-Win Approach Whenever you’re in conflict with someone, there is one factor that can make the difference between damaging the relationship and deepening it. That factor is ATTITUDE. - William James mnRAJU

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