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Conflict resolution

Learn about different types of conflicts, sources of conflict, and strategies for resolving conflicts effectively. Understand the importance of communication, brainstorming, and mediation in finding mutually agreeable solutions.

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Conflict resolution

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  1. Conflict resolution Windy Kraus, Lubbock County So

  2. Conflict: noun a serious disagreement or argument, typically a protracted one.

  3. Resolution: noun 1. a firm decision to do or not to do something 2. the action of solving a problem, dispute, or contentious matter

  4. Examples of everyday conflicts • Familial • Racial • Political • Cultural • Financial • Religious • School • Workplace • Moral • Emotional

  5. 4 Different Types of Conflict Intrapersonal Interpersonal Intragroup Intergroup

  6. Intrapersonal Conflict within a person Not always easy to identify Mood swings or depression Trouble choosing between two or more goals Not skilled to handle serious conflicts Seek help from professional/clergy

  7. Interpersonal Conflict between two people Respond with personal feelings, attitudes and goals contributing to the conflict May find resolution with concern for self, concern for others, collaboration or compromise

  8. Intragroup Two or more people Typically comprised of ethnic, religious or gender prejudice May be perceived or a real injustice Various Personality differences May need to resort to out side mediator

  9. Intergroup Battle between teams/departments/divisions/agencies Groups may set aside differences to unite against another group Perceived differences in status or goals Leads to miscommunication or no communication affecting functionality

  10. Sources of Conflict… CHANGE New Technology / Adjusting Schedule / New Policy or Procedure INTERPERSONAL RELATIONSHIPS Gossip and rumors deteriorate relationship SUPERVISOR VS. EMPLOYEE Overbearing / Unfair / Incompetent /Uninformed of Job Duties / Inconsistent Decisions / Bad Planning / Lack of Guidance / Hands-off / Too Ambitious Goals EXTERNAL CHANGES Economic / Family / Health

  11. Sources of Conflict (cont.) POOR COMMUNICATION Unclear Instructions / Uninformed Changes / Incorrect Assumptions / Misunderstandings SUBPAR PERFORMANCE Not “pulling weight” / Different in Work Ethic / Negativity HARASSMENT Sexual / Racial / Generational / Classification / Hazing /Unhealthy Competition LIMITED RESOURCES Unhealthy Competition

  12. Why Resolve Conflict? Produce a Solution That All Parties Agree To Improve, Not Hurt, The Relationship Between Groups Better Understanding of Different Ideas, Beliefs and Backgrounds Avoid Wasting Time, Energy, Reputation, and Motivation

  13. 5 Conflict Resolution Strategies Accommodating Avoiding Collaborating Compromising Competing

  14. Accommodating Entails giving to opposing side what it wants. Used to “keep the peace” or the issue is considered minor Can be used to keep track and develop resentment

  15. Avoiding Put off Indefinitely Delaying or Ignoring; hoping for resolution without confrontation

  16. Collaborating Integrating Ideas by Multiple People Acceptable Creative Solution Requires Significant Time Commitment

  17. Compromising Both Sides Give Up Something Establish an Acceptable or Agreeable Solution

  18. Competing One side wins and other loses Cannot be properly managed Result in Sabotage or Insults Creates Hostile Work Environment Discourages Teamwork Promotes Individualism

  19. 5 Steps To Resolve Conflict Understand the Conflict Communication with the Opposition Brainstorm Possible Resolutions Choose the Best Resolution Use a Third Party Mediator

  20. Understand the conflict • What Are My Interests? • What Do I Really Care About In This Conflict? • What Do I Want? • What Do I Need? • What Are My Concerns, Hopes, Fears? • What are the Interests of My Opposition? • What Do They Really Care About In This Conflict? • What Do They Want? • What Do They Need? • What Are Their Concerns, Hopes, Fears?

  21. Communicate with Opposition • Listen • Let Everyone Participate Who Wants To • Talk About Your Strong Emotions • DON’T React To Emotional Outbursts! • Be An Active Listener • Speak About Yourself, Not The Other Party • Be Concrete, But Flexible • Avoid Early Judgments • Don’t Deflect Problem On Others • Find A Way To Make Decision Easy

  22. That’s interesting… • Tell Me More • Why Would You Say That? • Why Would You Do That? • Why Would You Ask That?

  23. BRAINSTORM POSSIBLE RESOLUTIONS State Clear Purpose Focus Group Of 5-8 People Held At A Neutral Informal Location/Setting Brainstorm With Opposition Or Only Your Group Seat People Side By Side, Facing the “Problem”

  24. BRAINSTORM POSSIBLE RESOLUTIONS (cont.) Use Board Or Pad To Write Down ALL Ideas Come Up With As Many Ideas As Possible (DON’T Judge or Criticize) Maximize All Options Look For Win-Win Solutions or Compromises

  25. CHOOSE THE BEST RESOLUTION Review Brainstorm Ideas Star Best Ideas Set Time To Discuss Ideas Determine The Best Idea For The Conflict

  26. USE A THIRD PARTY MEDIATOR Someone Not From Either Group Someone That Is Trusted To Be Fair Help Both Sides Agree On Standards To Judge Resolution Standards Can Measure The Agreement May Include Expert Opinions, Law, Precedent, Accepted Principles

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