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CONFLICT MANAGEMENT

CONFLICT MANAGEMENT. SUGGESTIONS Appearance – limited reactions, well chosen responses, and don’t show panic. Don’t sweat the small stuff. Only engage when there is a purpose. Pay attention to what is going on. Be aware of your surroundings.

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CONFLICT MANAGEMENT

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  1. CONFLICT MANAGEMENT SUGGESTIONS • Appearance – limited reactions, well chosen responses, and don’t show panic. • Don’t sweat the small stuff. Only engage when there is a purpose. • Pay attention to what is going on. Be aware of your surroundings. • Be prepared to admit mistakes – just limit the number of times you are wrong. • Going to the bench – remain in control, don’t challenge, and develop rapport.

  2. CONFLICT MANAGEMENT QUESTIONS • You have failed to call an obvious penalty on Team ‘A’, and Team ‘A’ scores on the play. After reporting the goal the coach from Team ‘B’ wants to talk to you. His body language would seem to indicate that he is not too upset. Give some strategies that you might follow in this situation. • What rules do you use when dealing with verbal conflicts with players or team officials? • Rule 47 – Minor, Misconduct, or Game Misconduct. Team officials cannot be assessed a Misconduct penalty. There is no provision for a Gross Misconduct under verbal abuse.

  3. CONFLICT MANAGEMENT • How could we communicate with the coach without actually having a direct conversation? • When skating by the bench tell him you have heard enough, through the captain, or through another person (who is less volatile) on the bench. • What happens if the conflict becomes physical to an official? • Assess a Match Penalty, Report to the Executive, and/or report to the police. • How do you deal with an obnoxious fan? • Ignore the fan. If you show them that they have had an effect, then they have accomplished what they set out to do, and you are not (now) focusing on your role. An official can only eject that fan if they are interfering with the play of the game.

  4. CONFLICT MANAGEMENT • Why players and coaches become angry: • Frustration with performance and execution • Frustration and confusion with your calls • Motivation for the team • Incorrect perception of what went on, why calls made, or what was seen • Why officials become angry • Participants are being disrespectful • Teams are not interested in playing • Game not as expected • Life problems of official taken into the game

  5. CONFLICT MANAGEMENT DEALING WITH CAPTAINS • Use continual play as a distraction. More stuff will happen which may eliminate the original complaint. • Give yourself an exit. This will allow you to control it by walking away. • Allow the emotion to pass. Once the emotion is out of the picture, the facts can be dealt with. • Use body language and emotional control to your advantage. • Limit the conversation to a focused topic. Don’t allow wandering. • Clarify what he saw too. Ensure that the conversation is about the same facts. • Get a visual agreement indicator. No one m ay know what was agreed, but everyone sees the agreement and makes up their own minds.

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