Conflict Resolution “Tips” Willie Johnson Performance Improvement Consultant.
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Transcript of Conflict Resolution “Tips” Willie Johnson Performance Improvement Consultant.
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Conflict Resolution“Tips”
Willie JohnsonPerformance Improvement Consultant
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Session-2 Objectives
“If passion drives
you, let reason hold the reins.”
-Benjamin Franklin
Hardening or Igniting Positions
Assertiveness
Influence and Persuasion
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Approaches to Conflict
COMPETINGCOMPETING COLLABORATINGCOLLABORATING - (Force) - (Force)
COMPROMISINGCOMPROMISING
AVOIDINGAVOIDING ACCOMODATINGACCOMODATING
Uncooperative Cooperative
(Concern for others)
Assertive
Unassertive
(Concernfor self)
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Discussion
When does the different styles work best?
When does it not work so well?
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Appropriate and Inappropriate Uses of the Different Styles
Style Works Doesn’t Work
COMPETE(Force)
• Quick results
• Adverse decisions (e.g. discipline, cost-cutting)
• Protecting yourself from being taken advantage of
Skills
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Appropriate and Inappropriate Uses of the Different Styles
Style Works Doesn’t Work
COMPROMISE
• Projects (division of work: “I’ll do, you’ll do”)
• When trade-offs are necessary—splits difference
• Expedient solutions under time pressure
Skills
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Appropriate and Inappropriate Uses of the Different Styles
Style Works Doesn’t Work
AVOID
• Trivial issues or not real issue
• Others can solve it better/it is not my role
• Getting another opportunity to listen, ask questions, get information
Skills
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Appropriate and Inappropriate Uses of the Different Styles
Style Works Doesn’t Work
ACCOMMODATE
• Gets results
• Helps relationships/builds “bank”
• You’re outmatched, losing
• Harmony is very important
Skills
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Appropriate and Inappropriate Uses of the Different Styles
Style Works Doesn’t Work
COLLABORATE
• New ideas, insights, “better solutions”
• Working harder through feelings in a relationship
Skills
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Sources of ConflictIdentifying Sources of Conflict Tips for How to Manage
FACTSInadequate information flow; uncertainties of operation; disregard for contractual obligations.
METHODSAlternative ways of reaching common goals; emphasis on different use of resources.
ROLES
Responsibilities undefined or confused; lack of accountability; inappropriate organizational structure.
GOALSCompeting priorities over scarce resources; unclear vision or direction.
VALUESDifferences in motivations and beliefs about work, people, management, and society.
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Note: The deeper the level of conflict and the longer it has gone on,
the more difficult to resolve.
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Don’t waste energy with __________ who won’t listen.
_______________, Agreeably (No-Deal is form of Win-Win).
__________ with others and develop a new way of coping with the situation.
What do you do if you still can’t resolve your conflict?
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Think & Act “Win-Win”
_______ and ______ underlying needs
Look out for yourself and others
________ seek and ________ wins
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Words that Influence and Persuade
Be ________
– What I can do is…– Would you please…
Be __________– Please tell me more…
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LEAPS for Voluntary Compliance
LEAPS
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Day-2 Wrap-Up
Understanding how to
neutralize “emotions” and then using a simple conflict resolution process will increase your ability to influence and persuade others.
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