1

2

3

Managing Conflict

• Finding common ground

• Providing tools to settle disputes

• Stepping in to make unilateral decisions (on rare occasions)

4

Opening Exercise

5

6

Be Aware of Others• Trust• Experience• Understand• Care

7

Set the Scene for Cooperative Resolutions• Listen• Pay Attention • “Involvement, Involvement,

Involvement!”

8

The Most Important Question

“What do you want?”

9

Questions for Conflict Resolution

1. What do you want?2. What are you doing to get it?3. Is it working?4. Consider alternate approach?

10

Effective Communication in Conflict Situations

1. Spoken Words 2. Tone of Voice3. Body Language4. Emotions

11

Negotiating Limits and Rules

12

Negotiating Limits and Rules

Scenario 1:

13

Negotiating Limits and Rules

• Be clear about boundaries • Stick to them• Involve the group in determining

those limits

14

Negotiating Limits and RulesScenario 2:

15

Cooperative Approach• Ideal Approach • Engages Everyone• Find Own Solution

16

Proscriptive Approach• What I want.• What I understand you are doing.• Why that isn’t working for me.• What I need you to do.

17

Leader Group ContractMy Job Is

• Ensure your safety

• Help you

• Be honest with you • Treat you with

respect

Your Job Is• Tell me when you

don’t feel safe• Help me ensure your

safety• Be honest with me • Treat me with

respect

18

ConclusionUltimate goals of conflict resolution:

– to build on common ground – to listen – to find solutions

19

TicketBegin to Work

Your Ticket After:

October 20, 2008

Finish Your Ticket Not Later Than:

April 19, 2010