Managing Conflict
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Transcript of Managing Conflict
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Managing Conflict
• Finding common ground
• Providing tools to settle disputes
• Stepping in to make unilateral decisions (on rare occasions)
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Opening Exercise
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Be Aware of Others• Trust• Experience• Understand• Care
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Set the Scene for Cooperative Resolutions• Listen• Pay Attention • “Involvement, Involvement,
Involvement!”
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The Most Important Question
“What do you want?”
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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?
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Effective Communication in Conflict Situations
1. Spoken Words 2. Tone of Voice3. Body Language4. Emotions
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Negotiating Limits and Rules
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Negotiating Limits and Rules
Scenario 1:
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Negotiating Limits and Rules
• Be clear about boundaries • Stick to them• Involve the group in determining
those limits
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Negotiating Limits and RulesScenario 2:
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Cooperative Approach• Ideal Approach • Engages Everyone• Find Own Solution
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Proscriptive Approach• What I want.• What I understand you are doing.• Why that isn’t working for me.• What I need you to do.
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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
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ConclusionUltimate goals of conflict resolution:
– to build on common ground – to listen – to find solutions
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TicketBegin to Work
Your Ticket After:
October 20, 2008
Finish Your Ticket Not Later Than:
April 19, 2010