managing conflict
DESCRIPTION
Presentation used as part of a training program on conflict management.TRANSCRIPT
Managing Conflict
Conflict is everywhere!
Conflict exists whenever 2 parties are in disagreement
Most people
dislike conflict
Managing Conflict
1.
Managing Conflict
1. Recognize you are in conflict– This is okay– Know you have several options for how you
manage the conflict
Conflict Management Styles
VS.
Five Conflict-Handling Styles
T11
CollaborateI Win,
You Win
AccommodateI Lose,
You Win
CompromiseWe Both Win,We Both Lose
AvoidI Lose,
You Lose
ControlI Win,
You Lose
HIGH
MEDIUM
LOW
HIGHMEDIUMLOW
Imp
ort
an
c e o
f r el ationshi p
Importance of outcome
Five Conflict-Handling Styles
T12
CollaborateI Win,
You Win
AccommodateI Lose,
You Win
CompromiseWe Both Win,We Both Lose
AvoidI Lose,
You Lose
ControlI Win,
You Lose
HIGH
MEDIUM
LOW
HIGHMEDIUMLOW
Imp
ort
an
c e o
f r el ationshi p
Importance of outcome
Accommodate
Five Conflict-Handling Styles
T14
CollaborateI Win,
You Win
AccommodateI Lose,
You Win
CompromiseWe Both Win,We Both Lose
AvoidI Lose,
You Lose
ControlI Win,
You Lose
HIGH
MEDIUM
LOW
HIGHMEDIUMLOW
Imp
ort
an
c e o
f r el ationshi p
Importance of outcome
Five Conflict-Handling Styles
T15
CollaborateI Win,
You Win
AccommodateI Lose,
You Win
CompromiseWe Both Win,We Both Lose
AvoidI Lose,
You Lose
ControlI Win,
You Lose
HIGH
MEDIUM
LOW
HIGHMEDIUMLOW
Imp
ort
an
c e o
f r el ationshi p
Importance of outcome
Avoid
Five Conflict-Handling Styles
T17
CollaborateI Win,
You Win
AccommodateI Lose,
You Win
CompromiseWe Both Win,We Both Lose
AvoidI Lose,
You Lose
ControlI Win,
You Lose
HIGH
MEDIUM
LOW
HIGHMEDIUMLOW
Imp
ort
an
c e o
f r el ationshi p
Importance of outcome
Five Conflict-Handling Styles
T18
CollaborateI Win,
You Win
AccommodateI Lose,
You Win
CompromiseWe Both Win,We Both Lose
AvoidI Lose,
You Lose
ControlI Win,
You Lose
HIGH
MEDIUM
LOW
HIGHMEDIUMLOW
Imp
ort
an
c e o
f r el ationshi p
Importance of outcome
Control
Five Conflict-Handling Styles
T20
CollaborateI Win,
You Win
AccommodateI Lose,
You Win
CompromiseWe Both Win,We Both Lose
AvoidI Lose,
You Lose
ControlI Win,
You Lose
HIGH
MEDIUM
LOW
HIGHMEDIUMLOW
Imp
ort
an
c e o
f r el ationshi p
Importance of outcome
Five Conflict-Handling Styles
T21
CollaborateI Win,
You Win
AccommodateI Lose,
You Win
CompromiseWe Both Win,We Both Lose
AvoidI Lose,
You Lose
ControlI Win,
You Lose
HIGH
MEDIUM
LOW
HIGHMEDIUMLOW
Imp
ort
an
c e o
f r el ationshi p
Importance of outcome
Compromise
Five Conflict-Handling Styles
T23
CollaborateI Win,
You Win
AccommodateI Lose,
You Win
CompromiseWe Both Win,We Both Lose
AvoidI Lose,
You Lose
ControlI Win,
You Lose
HIGH
MEDIUM
LOW
HIGHMEDIUMLOW
Imp
ort
an
c e o
f r el ationshi p
Importance of outcome
Five Conflict-Handling Styles
T24
CollaborateI Win,
You Win
AccommodateI Lose,
You Win
CompromiseWe Both Win,We Both Lose
AvoidI Lose,
You Lose
ControlI Win,
You Lose
HIGH
MEDIUM
LOW
HIGHMEDIUMLOW
Imp
ort
an
c e o
f r el ationshi p
Importance of outcome
Collaborate
Collaborate
Compromise
Control
Avoid
Accommodate
Collaborate
Compromise
Control
Avoid
Accommodate
Managing Conflict
1. Recognize you are in conflict– This is okay– Know you have several options for how you
manage the conflict
2. Choose your conflict management style– Collaborative majority of time
Collaboration
Tips and Techniques
Active Listeningprocess of attending carefully to what a speaker is saying
Collaboration Tips and TechniquesTechnique/Tip When you use
Restating/summarizing Shows you are listening, makes sure you are understanding
Feel, felt, found Shows empathy for other party, but offers different point of view
Reframing Repositions so that other party will be more likely to hear another
Paraphrasing Helps clarify, shows you are listening
Use the WIN formula Reframes attacking statements
Turn conflict provoking language into cooperative language
Shifts the climate from conflict to cooperation and permits problem solving
Move to a problem solving state Shifts focus from blame to future focused problem solving
Managing Conflict
1. Recognize you are in conflict– This is okay– Know you have several options for how you manage the conflict
2. Choose your conflict management style– Collaborative majority of time
3. Use tips and techniques to work in a collaborative fashion – Be an active listener– Consider other’s perspective and withhold judgment– Maintain a future focus; plan actions and solutions to win-win
strategy
