Published on November 17, 2013
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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