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CONFLICT RESOLUTION

CONFLICT RESOLUTION. Conflicts occur in the workplace and throughout our lives. They can all be handled in the same way. CONFLICT IS. Any situation where one persons desires differ from another. CONFLICTS. Conflicts are natural, neither positive or negative

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CONFLICT RESOLUTION

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  1. CONFLICT RESOLUTION Conflicts occur in the workplace and throughout our lives. They can all be handled in the same way

  2. CONFLICT IS Any situation where one persons desires differ from another

  3. CONFLICTS • Conflicts are natural, neither positive or negative • It is not whether you have conflict in your life, it is what you do with that conflict that makes the difference. • Conflicts are a normal part of doing business because organizational members have different, and often opposing goals.

  4. CONFLICTS, continued • Conflicts are inevitable; however anger, grudges, hurt and blame do not have to be • Don't fight -- solve the problem

  5. Nature uses conflict as its primary motivator for change • Creating beautiful beaches • Canyons • Mountains • Pearls • New growth

  6. MANAGED CONFLICT Strengthens relationships and builds teamwork.

  7. OUT-OF-CONTROL CONFLICT Damages relationships and discourages cooperation

  8. CONFLICT RESOLUTION IS A positive process whereby individuals resolve issues in an informal or formal atmosphere, or where issues are resolved in an on going interaction between individuals.

  9. GOALS • Winning and losing are goals for games, not for conflicts. • Learning, growing and cooperating are goals for resolving conflicts. • Resolving conflict is rarely about who is right. It is about acknowledgement and appreciation of differences.

  10. CONFLICT RESOLUTION SKILLS • Initiate discussion - choose the issue(s) you want to address and be specific • Communicate - choose language that is concise, avoiding vague/general terms • LISTEN - effectively • Recognize the need and ability to make personal changes

  11. SKILLS - Continued • Learn and use what you have learned • Seek out resources and support as necessary

  12. PROBLEM SOLVING GUIDELINES • Focus on the problem, not the person • Verbalize your feelings appropriately • Move from justification to resolution • Look forward (opportunity), not backward (blaming) • View the situation from both sides

  13. GUIDELINES, Continued • Identify the points where you can compromise rather than demand • Be open and make every effort to respond in a positive manner

  14. Additional "clues" to guide you through constructive conflict resolution • It may be appropriate to leave some conflicts unresolved • Know when to talk and when to listen • Tell people what you're feeling without blaming them • Manage your emotions before you reach your boiling point • Accept responsibility for your anger: you become angry, no one makes you angry

  15. Possible Solutions • Informal Conflict Resolution • Mediation • Employee Support Services • Formal Conflict Resolution

  16. This is all easy to say but…. It takes practice and dedication. We will not live a life without conflict but it is our decision how we deal with it

  17. For support in the workplace • Contact your Human Resources Department • Discuss issues with supervisors • NYS Department of Labor • Association for Conflict Resolution (http://www.acrgny.org ) • Cornell University/Institute on Conflict Resolution (http://www.ilr.cornell.edu/icr)

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