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Conflict Resolution

Conflict Resolution. Sharon Parrott. Agenda. Introduction Icebreaker Understanding the nature of conflict The Win/Win Approach. Ice Breaker. Discuss desired outcomes Record on wall posters Revisit at the end of class. Understanding Conflict. Conflict is everywhere Do not avoid

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Conflict Resolution

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  1. Conflict Resolution Sharon Parrott

  2. Agenda • Introduction • Icebreaker • Understanding the nature of conflict • The Win/Win Approach

  3. Ice Breaker • Discuss desired outcomes • Record on wall posters • Revisit at the end of class

  4. Understanding Conflict • Conflict is everywhere • Do not avoid • Handle in a productive manner

  5. Recalling Personal Experience of Conflict • What does conflict mean to you? • Is conflict a fight, a disagreement or war? • What feelings do you have when conflict arises?

  6. Destructive Ways • Tension • Unresolved problems • Stress • Low productivity • Sour relationships • Time off – sick • Health problems • Anxiety • Resentment

  7. Constructive Ways • Relaxation • Openness • High productivity • Expanding friendly relationships • Vitality • Good health • Empowerment • A sense of achievement

  8. Levels of Conflict

  9. Crisis ScreamingThrowing an objectNot talkingWalking off of the job

  10. Upset UnclearIrritated MisunderstandingSomething Wrong AnxiousNudge Negative attitudeTension Discomfort Crisis ScreamingThrowing an objectNot talkingWalking off of the job

  11. Stay Alert • Choose the appropriate • Time • Opportunity • Option

  12. Break Time • Return in 15 minutes

  13. The Win/Win Approach • Types of behavior used in resolving conflict

  14. Conflict Behavior • Some deal with the problem • Others avoid it • Some enhance relationships • Others harm relationships • Some solve the conflict • Others increase it

  15. Reasons for Conflict Responses • Habit • Learned patterns • Variations with mood, setting, relationship, significance of the conflict • Belief system – for me to win someone must lose

  16. Fight Concept • Screaming • Physical violence • Refusing to listen • Manipulation • Sulking

  17. Fight Behaviors • I am right and you are wrong • To blame and punish • To threaten • I am ok and you are not

  18. Flight Behaviors • Sulking • Crying • Avoiding • Pretending it has not happened • Giving in

  19. Flight Behavior Intentions • I am wrong and you are right • To avoid conflict • To maintain peace • To let the other people win • I am not ok and you are

  20. Flow Behaviors • Discussing the issue • Listening to others • Taking time-out • Explaining own perspective and needs • Compromising

  21. Flow Behavior Intentions • There must be a way to solve this • To sort out the problem • To respect others • To make sure everyone is satisfied with the solution • I am ok and you are ok

  22. Behaviors in Conflict Exercise

  23. Understanding Behavior • Context • Relationship of participants • Culture • Past history • Future

  24. Fight, Flight, or Flow • Punish • Avoid conflict • Deal with the Issue

  25. The Win/Win Approach

  26. Discuss Listen Find out what each other wants/needs

  27. Win/Win Approach • Needs first • Solutions later

  28. The Win/Win Approach • Compromise • Fair • Everyone shares • Everyone has some needs met

  29. Disadvantages to Compromising • One party gives more • Not all options explored • Breed resentment • Form of lose/lose

  30. Break Time Return in 15 minutes

  31. Principles of Win/Win Approach • Considering needs • Concerned with fairness • Respecting relationships • No one loses • Fulfilling needs • Consulting with others

  32. Benefits to Win/Win Approach • Productivity • Creativity • Quality • Commitment • Focus

  33. No Compromise • Jobs • Not worked hard enough • Conflicting family functions

  34. When Win/Win Seems Impossible

  35. Beginning conflict issues – were they answered?

  36. Finale Thank you for attending!

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