Conflict Resolution for APDS-ARCS Website

8/14/2019 Conflict Resolution for APDS-ARCS Website

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Fundamentals of

Conflict Resolution


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Program Goals

Identify sources of conflict

Review conflict management styles

Learns ways to manage and reduce

conflict

Practice management of conflict

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What is conflict ???

According to Websters Dictionary Conflict is . . .

A state of disharmony between two or

more individuals;

A clash between hostile or opposing

elements or ideas

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Sources ofConflict

Very strong or opposing personalities

Differences in value systems

Differences in emotion

Differences in perceptionDifferences in levels of self-esteem or confidence

levels

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5Some Common

MISCONCEPTIONS

If left alone conflict will take care of itself

Confronting the issue or person is always unpleasant

The presence of conflict is a sign of poor management

Is a sign of low concern for the organization

Anger is always negative and destructive


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Conflict Strategies-What are you like?

There are five universally accepted

approaches to conflict management.Obliging

Avoiding

Compromise

Collaborating

Dominating

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Obliging . . .

Also called placating

Gives power to othersPlaces higher value on others and low value on self

Plays down differences between parties while

looking for common ground

Meets the needs of others while giving up something

of importance to self

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Dominating . . .

The opposite of obliging

Emphasis is placed on self

Overlooks the needs of others

Use this style sparingly

Effective only in a quick-fix or matter of unimportance

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Avoiding . . .

Dont-rock-the-boat style

Sidesteps the problem or issue

Person avoiding withdraws from the event leaving

others to struggle with the results

Effective when issues are not important-allows for a

cooling-off period

Conflict can run its own course when this style is used

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Collaborating . . .

Win-win conflict management style

Seeks an exchange of information

Encourages creative thinking, brainstorming or

problem solving sessions

Makes the time to discuss the problem or issue

Works best when people and the problem are clearly

separate

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Compromising . . .

Middle of the road

Everyone has something to give and something to take

Powerful when both sides are right; errs when one side

is wrong!

Most effective tool when issues are complex

Advantage is that it gets parties talking!

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These Five Styles of Conflict Management

Provide a structure for action

Can aid in choosing a conflict management style

Increases your understanding of conflict

Help you to assess your management style

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Handling Conflict the ACES Way

A Assess the situation.C Clarify the issues.

E Evaluate alternative approaches.

S Solve the problem.

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Conflict Management Tips

Encourage equal participation when addressing the

issue

Take time to step back and think about the issue

Separate fact from opinion

Focus on the problem - NOT the people

Define expectations, be specific and tactful

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Conflict Management

TipsCommunicate changes in position

Repeat what you heard and understood

Come to an agreement that is

satisfactory for all parties

ACTIVELY LISTEN

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Lets see where we are16

lets do the test -

just go to theConflict Style

worksheet and follow

the directions.


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Now that you know your style -

Remember...

Listen, Listen, Listen

Acknowledge

Explain

Seek alternatives

Use assertive statements when needed

Summarize the discussion

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Points to Ponder

Accept life as it is.conflict and all

Look for common ground, areas of agreementand mutual concerns

Differences should be recognized, respected and

utilized rather than rejected and resented

Practice the art of active and empathic listening

A calm, reasoned response is always better than a

hasty reaction

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Conflict Resolution for APDS-ARCS Website

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