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Conflict Resolution

Conflict Resolution. Chapter 16. Dimensions to Resolving Conflict. Conflict The disagreement caused by tension between two or more parties Potential for conflict always exists. Negotiation Back and forth communication process between opposing sides sharing a common interest

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Conflict Resolution

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  1. Conflict Resolution Chapter 16

  2. Dimensions to Resolving Conflict • Conflict • The disagreement caused by tension between two or more parties • Potential for conflict always exists. • Negotiation • Back and forth communication process between opposing sides sharing a common interest • Designed to arrive at a mutually agreeable alternative

  3. Dimensions of Conflict • Issues • Emotions • Two sides to every story

  4. Principled Negotiation • People: separate the people from the problem • Interests: focus on interests, not positions • Options: brainstorm a variety of alternatives before deciding on a course of action • Criteria: base alternatives on an objective standard

  5. Analyzing the Conflict: The First Dimension of the Conflict • The issue dimension is typically the source of the conflict. • Parties waste time creating defensive position. • Both parties need to understand the cause of the situation in order to resolve it. • How the conflict occurred • How the parties feel about the conflict • Knowing the potential ramifications

  6. Put the Emotions into Neutral: Controlling the Second Dimension of the Conflict • Focuses on personal feelings and reactions • Controlling emotions in a conflict situation will help create a win-win outcome. • Good conflict resolvers: • Recognize emotions as a natural response • Take ownership of their emotional energy • Remain calm and unemotional

  7. Two-sides to Every Story: The Second Element in a Conflict • The person engaged in a conflict is behaving according to their perception of the conflict. • Stop trying to prove the other party wrong & focus on how each party views the conflict. • Arguing over who is right often is counter-productive to resolving conflict. • Talk about the situation and the potential options for resolution. • This prevents escalation of the conflict.

  8. Know the Interests of the Parties: Don’t Focus on Positions • Positional bargaining happens when people take a position and argue for it. • Concessions from this position are made to reach a compromise. • Interests fuel the energy behind a position. • Focusing on positions, rather than interests, usually will not lead to resolving the conflicts.

  9. The Discussion Stage • There are only three ways to resolve a conflict. • Forcing a resolution. • Suing each other. • Finding a mutually acceptable solution. • Options are an opportunity to resolve conflict. • Brainstorming • Consider options that satisfy both sides. • Use industry standards to formulate a mutually agreeable solution.

  10. Deal With People Using People Skills • Always be prepared. • Anticipate the customer’s negative reactions and try to neutralize them. • Client-generated options give a client a stake in the settlement. • Know when one has enough information on an agreement to move forward in the dispute. • Forgive and move on. • Learn from the situation.

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