Housekeeping/Classroom Rules Restrooms Breaks Cell Phones (Off
while in class) Participate Respect the comments of others
Slide 3
Agenda Introduction The Sources of Conflict Conflict Modes The
Impact of Perception, Diversity and Social Styles Talking about
Conflict Conclusion
Slide 4
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 ?
Slide 5
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
:
Slide 6
Activity #2 Introduce yourself: Name Business Unit/Role
Expectations for todays class
Slide 7
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?
Slide 8
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?
Slide 9
Activity #3 Brainstorm the sources, causes or elements of
conflict.
Slide 10
Stages of Conflict 1.Unrest 2.Disengagement 3.Confrontation
4.Open Conflict
Slide 11
Modes of Conflict Accommodate Lose/Win Avoid Lose/Lose
Compromise 50/50 Compete Win/Lose Collaborate Win/Wi n
Slide 12
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
Slide 13
Conflict Modes
Slide 14
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.
Slide 15
Activity #5 What do you see?
Slide 16
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
Slide 17
Activity #6 The Hermann Grid What do you see? Stare at the
white intersection of this black matrix. What do you see now?
Slide 18
Self-Fulfilling Prophecy Self-Fulfilling Prophecy My Belief My
BehaviorTheir Response Influence Contributes to Reinforce
Slide 19
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
Slide 20
Activity #7 Identify the words that best describe you.
Slide 21
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
Slide 22
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.
Slide 23
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.