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Conflict Resolution

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Housekeeping/Classroom Rules Restrooms Breaks Cell Phones (Off while in class) Participate Respect the comments of others

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Agenda Introduction The Sources of Conflict Conflict Modes The Impact of Perception, Diversity and Social Styles Talking about Conflict Conclusion

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Activity #1 How do I respond in a conflict situation? What are the steps I take when faced with resolving conflict? Can anything good ever come from conflict? Why or Why not? How do I help others resolve conflict ?

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Course Objectives Define conflict and describe the sources of conflict. Identify how our values support conflict resolution. List the stages of conflict and describe the preferred modes. Select the proper modes given different situations. Explain how perceptions, attitudes, and social styles impact conflict. List the three Rs of confronting conflict. Initiate a meeting and resolve a conflict with a co-worker. Help others resolve conflict in a positive manner. At the completion of this training, you will be able to :

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Activity #2 Introduce yourself: Name Business Unit/Role Expectations for todays class

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Defining Conflict Consider the following questions: How do you define conflict? What words come to mind? Are most of the words associated with conflict negative? Are there positive things that can come from conflict? Why? Why not?

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Myths about Conflict Its not nice to have conflict Why is this not true? Conflict is the same as a fight - Why is this not true? Effective teams do not experience conflict - Why is this not true?

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Activity #3 Brainstorm the sources, causes or elements of conflict.

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Stages of Conflict 1.Unrest 2.Disengagement 3.Confrontation 4.Open Conflict

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Modes of Conflict Accommodate Lose/Win Avoid Lose/Lose Compromise 50/50 Compete Win/Lose Collaborate Win/Wi n

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Activity #4 Groups have 1 of the 5 conflict modes to explore. Each group should: Identify the key points of your conflict mode List real life examples of when a mode would be appropriate and inappropriate Prepare a brief presentation for the rest of the class

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Conflict Modes

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Perception Perception is the interpretation of sensory information. It is a reaction in response to your unique understanding of an experience. Perception, as an internal factor, often influences behavior. Differences in perception can impact communication and conflict resolution.

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Activity #5 What do you see?

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Diversity Merriam-Webster defines diversity as the quality of having many different types, forms, ideas, etc. In the workplace, diversity: Adds complexity to interpersonal relationships Bring valuable experience and insight to teams Promotes inclusiveness and respect for people of different backgrounds Assists in conflict resolution when diverse skills, education, experience and opinions are valued

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Activity #6 The Hermann Grid What do you see? Stare at the white intersection of this black matrix. What do you see now?

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Self-Fulfilling Prophecy Self-Fulfilling Prophecy My Belief My BehaviorTheir Response Influence Contributes to Reinforce

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Social Styles Analytical Need: To be right Orientation: Thinking Amiable Need: Personal security Orientation: Relationships Expressive Need: Personal Approval Orientation: Spontaneity Driving Need: Results Orientation: Action AsksTells Controls Emotes

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Activity #7 Identify the words that best describe you.

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Activity #8 Use the bullet points below to guide you in this role-play. Convey your positive intent Describe the situation Ask the person to respond (his/her side) Listen attentively and with an open mind State your position Move into mutual planning Follow through and follow-up

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Managing Conflict Between Others Separate personalities from issues. Separate positions from needs. Try to get each party to understand the others perspective. State your position and interests. Ask for commitment in implementing the recommended solution. Use problem solving process to identify a permanent resolution to the source of conflict.

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Key Points There are many sources of conflict. Conflict can lead to positive outcomes. Negative approaches to conflict often ignore the real issues. Our values support conflict resolution. Conflict progress through stages; Unrest, Disengagement, Confrontation and Open Conflict. There are five modes of dealing with conflict; Accommodate, Avoid, Compromise, Compete and Collaboration. Everyone has a preferred mode of dealings with conflict; however you must learn to use different modes depending on the situation. The importance of the issue, the importance of the relationship, available time, the environment and your strengths all contribute to your selection of a mode. Your perceptions and perspective can perpetuate the self-fulfilling prophecy. Four types of Social Styles (Analytical, Amiable, Driving and Expressive) impact how we address conflict - though versatility and openness to another persons perspective are more important. Remember the 3 Rs - Responsibility, Relationship and Real Problem when resolving conflicts.