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Resolving Conflict Constructively UWS Aspire Leadership Program Year 1 2009

Resolving Conflict Constructively UWS Aspire Leadership Program Year 1 2009. INSPIRING TRANSFORMATIONAL LEADERSHIP. Contents. Signs of Poor Conflict Management Signs of Constructive Conflict Management Win/Win Approach Creative Response – Problems or Challenges? Demonstrating Empathy

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Resolving Conflict Constructively UWS Aspire Leadership Program Year 1 2009

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  1. Resolving Conflict ConstructivelyUWS Aspire Leadership ProgramYear 1 2009 INSPIRING TRANSFORMATIONAL LEADERSHIP

  2. Contents Signs of Poor Conflict Management Signs of Constructive Conflict Management Win/Win Approach Creative Response – Problems or Challenges? Demonstrating Empathy Appropriate Assertiveness Managing Emotions Resolving the Conflict

  3. Signs of Poor Conflict Management • Anxiety • Procrastination • Confusion • Loss of Productivity • Resentment • Stress • Illness • Denial • Withdrawal • Suppressed Anger Source: Everyone Can Win, H. Cornelius & S. Faire

  4. Signs of Constructive Conflict Management • Feeling of Power • Sense of Smooth Running • Efficiency • Openness • Teamwork • Good Health • Vitality • Fun Environment • Sense of Achievement • Good Relationships • TGIM!!!! Source: Everyone Can Win, H. Cornelius & S. Faire

  5. Win/Win Approach • The Win/Win Approach = “I want to win AND I want you to win too.” • The Win/Win Approach requires you to find out more about the situation first and explore the options before finalising the solution • The Win/Win Approach steps are: • Find out why they need what they want • Find out where the differences dovetail • What are the options? • Co-operate Source: Everyone Can Win, H. Cornelius & S. Faire

  6. Creative Response – Problems or Challenges? • The Creative Response to Conflict is about turning problems into opportunities. • The Steps are: • Step 1: Reaction or Response • Step 2: Acknowledge the Situation for What It Is • Step 3: What Can You Learn from the Situation • Step 4: Turn Conflict into Opportunity • As you think, so it becomes

  7. Demonstrating Empathy If you want effective relationships, your communication must demonstrate to people that you: • Respect them as equals and won’t dominate them • Respect their opinions and won’t try to manipulate them to seeing it your way • Respect and value their decisions and won’t undermine them • Respect their values and experience • Empathy ‘Blocks’: Domination, manipulation, disempowerment and denial Source: Everyone Can Win, H. Cornelius & S. Faire

  8. Appropriate Assertiveness Good Conflict Resolution requires you to be able to state your case without causing the other person to be defensive. Explain how things are for you, rather than what others should or shouldn’t do. Use “I” statements, rather than using “You …….” Are your “I” statements CLEAN and CLEAR? What do you do when faced with Conflict – Fight, Flight or Flow?

  9. Managing Emotions • Managing Emotions means: • Don’t indulge • Don’t deny • Do use emotions to build richer relationships • Emotions are mind, body and energy events • Do you need to release pent up feelings? Source: Everyone Can Win, H. Cornelius & S. Faire

  10. Managing Emotions Unravelling a problem releases energy Use focusing to find the core of the problem Use anger as a fire for change...positive change! The conclusions we draw about someone else’s behaviour are often the triggers for our own excessive emotional reactions Source: Everyone Can Win, H. Cornelius & S. Faire

  11. Resolving the Conflict The questions to ask in resolving conflict are: • What is the issue, problem or conflict? • Who are the important parties in this conflict? • What interests underlie the problem? • Write down each person’s needs • Write down each person’s anxieties or fears • What anxieties/fears are influencing behaviour? • What areas do we have in common? Source: Everyone Can Win, H. Cornelius & S. Faire

  12. Resolving the Conflict • From these answers we can map the conflict • Options can then be designed: • What are all the possibilities? • Which options give us both more of what we want? Source: Everyone Can Win, H. Cornelius & S. Faire

  13. Acknowledgements H. Cornelius and S. Faire, 1995, Everyone Can Win, Simon & Schuster, Australia Avril Henry, 2006, Resolving Conflict Constructively Workshop, AH Revelations Pty Ltd

  14. Avril Henry Managing Director Level 4, Suite 4.13 55 Miller Street Pyrmont NSW 2009 Phone: 02 9660 2400 Fax: 02 9660 2411 Email: enquiries@ahrevelations.com Web: www.avrilhenry.com.au

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