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An Approach to Resolving Conflict

RESOLVE. An Approach to Resolving Conflict. Christina Eaton Jennifer Campfield JMU Human Resources. Objectives. Define Conflict Identify Outcomes of Dealing with Conflict Constructively Explore the Components of Dealing Effectively with Conflict Identify Resources for Conflict Resolution.

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An Approach to Resolving Conflict

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  1. RESOLVE An Approach to Resolving Conflict Christina Eaton Jennifer Campfield JMU Human Resources

  2. Objectives • Define Conflict • Identify Outcomes of Dealing with Conflict Constructively • Explore the Components of Dealing Effectively with Conflict • Identify Resources for Conflict Resolution

  3. What is Conflict? • Words to describe Conflict • Define Conflict

  4. con•flict (kõn flikt') n • a sharp disagreement or opposition, as of interests, ideas, etc... • a state of disharmony between incompatible persons, ideas, or interests: a clash An opportunity to make a difference; whether positive or negative, it is a choice!

  5. “Not everything that is faced can be changed, but nothing can be changed until it is faced.” --James Baldwin

  6. Positive Conflict acts as a healthy and creative force for change Conflict can build and strengthen relationships Conflict can help clarify and improve relationships Negative Failing to deal with conflict in a constructive manner damages individuals, organizations, and relationships Ineffective confrontation and/or avoidance of problems are often the results of people not having the ability to productively handle disputes Consequences of Conflict

  7. R • E • S • O • L • V • E • Respect • Environment • Specify the issue • Open up • Let it go • Viable Solutions • Evaluate after time

  8. Respect • Listen with care • Don’t blame, accuse, demean, insult • Don’t try to determine whose right or wrong • Seek first to understand; respect each other’s point of view • Words and actions of disrespect can block communication • Use your will power

  9. Environment • Choose a time when you aren’t angry or arguing (HALTS model) • Create an effective atmosphere • Personal preparation • Timing • Location (away from either party’s “turf”) • Initial and opening comments are key

  10. Specify the Issue • Define the conflict in clear, concrete terms • Be specific with who, what, when, where and why questions • Start sentences with “I” and not, “you” • Describe behaviors, feelings, consequences and desired changes • Focus on behaviors or problems, not people • Define the conflict as a problem for both of you to solve together, not a battle to be won

  11. Open up • Open yourself up, really listen to understand • Be empathetic – try to imagine how the other person sees things • Explain how you see things • Discuss how you feel • After you exchange views, discuss any changes you have made in the way you see things or how you feel

  12. Let it go • Leave your ego at the door • It’s not only about “you” • Don’t let your pride win • It’s not a competition • No place for anger • Ensure a hostility-free exchange • Forgiveness is a virtue

  13. Viable Solutions • Seek areas of agreement • Take turns offering alternative solutions • Be non-judgmental of other’s ideas • Examine consequences of each solution • Think and talk positively • Agree to a solution you both understand and can live with

  14. Evaluate after time • Work out a way to check on how well the solution is working • Adjust the resolution if/when necessary • Share your success with others as a learning opportunity

  15. Conflict Resolution Resources • HR Service Center Representatives • are available to assist supervisors in managing employee performance • help enhance supervisors’ responses to conflict

  16. Conflict Resolution Resources • JMU’s Employee Ombudsperson • Assists employees in exploring options • An impartial sounding board • Provides neutral guidance • Assists in conflict resolution • Assists with policy and procedure interpretation • Contact Cathy Thomas at 568-3967 or email thomasce@jmu.edu for assistance

  17. Conflict Resolution Resources • EMPLOYEE MEDIATION SERVICES • Low-key problem solving for work style differences or issues surrounding a working relationship • Available to groups or two individuals • Confidential • Free of Charge • Facilitated by qualified JMU employees • Contact Melinda Hardwick at 568-3968 or mediation@jmu.edu

  18. R • E • S • O • L • V • E • Respect • Environment • Specify the issue • Open up • Let it go • Viable Solutions • Evaluate after time

  19. Conclusion • Any questions or comments?

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