Conflicts happen

There are differences so

there will be conflicts

How do we manage

differences?

It’s about “Getting to

YES” William Ury, 1981:

Synopsis -This classic

book on negotiation theory

is a product of the Harvard

Negotiation Project. It

espouses Principled

Negotiation, a specific

negotiation method that

aims for Win-Win

agreements.

Assertive communication

means… To be positive about self and others

Recall synergy:

“The state achieved when the combined efforts of the

parts exceed their individual efforts” – Barnett &

O’Rourke

Theory vs. reality

Identify behaviour roles

Aggressive

Submissive

Manipulative

Assertive

Shared common

understanding

Prepare

Make parties comfortable

Get all on the same page – set tone

Ensure a common understanding of concepts

Invite feedback

Define conflict on

strategies, not

personalities Emotions

Stereotyping

Gender

Culture

Experience

expectation

Four F’s

Facts

Feelings

Focus on action

Feedback

Own the message

• You’re always

late to work

• You make me

mad when you

leave the

kitchen a

mess.

• Why is it

always me

who cleans up

after dinner

you lazy pig?

• Why can’t you

get your report

in on time?

• Why is your

car always out

of gas?

Conflict management is:

Competition

Withdrawl

Accommodation

Compromise

collaboration

Find your personal

power! Funny, compassionate, team player, hard worker -

“Lucky 7”

Pick personal powers you’d like and repeat them

seven times – voila!