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Conflict Resolution

Conflict Resolution. Britt Andreatta, Ph.D. Conflict Defined. Stages of Group Development. Tuckman ’ s Model Five stages: Forming Storming = conflict is NORMAL! Norming Performing Adjourning. Conflict Styles. How an individual responds to conflict Orientation to win/loss paradigm

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Conflict Resolution

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  1. Conflict Resolution Britt Andreatta, Ph.D.

  2. Conflict Defined

  3. Stages of Group Development • Tuckman’s Model • Five stages: • Forming • Storming = conflict is NORMAL! • Norming • Performing • Adjourning

  4. Conflict Styles • How an individual responds to conflict • Orientation to win/loss paradigm • Function of ratio between assertiveness and cooperativeness • Thomas-Kilmann Instrument (TKI)

  5. Conflict Response Alternative Forcing assertive Collaborating Compromising Assertiveness: Attempting to satisfy one’s own concerns unassertive Avoidable Accommodating uncooperative cooperative Cooperativeness: attempting to satisfy the other party’s concerns

  6. Thomas-Kilmann Instrument (TKI) • Accommodating (1/9) • Competing (9/1) • Avoiding (1/1) • Compromising (5/5) • Collaborating (9/9)

  7. Interpreting Your Results 9 Accommodating(1/9) Collaborating (9/9) Compromise (5/5) 1 Avoiding (1/1) Competing (9/9) 1 9

  8. Resolving Conflict • Conflict is normal part of group development • Can facilitate group through healthy process • Stages: • Identify the source • Assess the climate • Determine conditions for problem solving • Generate solutions • Implement action plan • Monitor, evaluate and renegotiate

  9. Identify Source of Conflict Possible sources: • Lack of communication • Disagreement about goals or process • Differences in personality, work style, etc. • Clash over status/power, ideas/issues • Etcetera

  10. Assess the Climate • Do a reality check. Clarify people’s perceptions; how far apart are they? • What other variables are at play? Hidden agendas, emotional attachments, vested interests

  11. Conditions for Problem Solving • What are the group’s values or norms for conflict resolution? (e.g., use of third party, solving in private, etc.) • Set conditions/groundrules for meetings • Assess conflict styles and educate group • Determine desired outcomes and criteria for assessment of success

  12. Generate Creative Solutions • Brainstorm, idea map, etc. • In collaboration, you would identify alternative resolutions and their consequences for each party.

  13. Negotiate Acceptance • Garner group agreement of “best” solution • In collaboration, get to win-win – find a solution that meets needs and concerns and accomplishes goals of each party. • Identify how and when to evaluate progress

  14. Implement & Monitor • Formulate action plan and implement– specifics of who does what by when • Monitor over time, evaluate progress as agreed upon, and renegotiate as necessary

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