OutlineOutline

Causes and effects of conflictCauses and effects of conflict

Personality typesPersonality types

6 Steps to Conflict Resolution6 Steps to Conflict Resolution

What causes conflictWhat causes conflict

Poor communicationPoor communication

Leadership problemsLeadership problems

IrresponsibilityIrresponsibility

Characteristics of Characteristics of individualsindividuals

Insufficient resourcesInsufficient resources

Conflict spiralConflict spiral

Why is conflict neededWhy is conflict needed

Helps raise and address any problemsHelps raise and address any problems

Energizes work to be on the most Energizes work to be on the most appropriate issuesappropriate issues

Helps people-Be RealHelps people-Be Real

Helps people recognize and benefit from Helps people recognize and benefit from differencesdifferences

Why people are afraid Why people are afraid

Uncomfortable experienceUncomfortable experience

People feel threatened People feel threatened

Unresolved conflictsUnresolved conflicts

Hamper productivityHamper productivity

Lower moraleLower morale

Continue and escalate the conflictContinue and escalate the conflict

Cause inappropriate behaviourCause inappropriate behaviour

Unresolved conflictUnresolved conflict

Who are you?Who are you?

The CompetitorThe Competitor-- The person who pursues his own The person who pursues his own concerns at other person’s expenseconcerns at other person’s expense

The AccommodatorThe Accommodator -Person who neglects his own -Person who neglects his own concerns in order to satisfy the concerns of othersconcerns in order to satisfy the concerns of others

The Compromiser The Compromiser -- The person who gives up more than The person who gives up more than the competitor but less than the accommodatorthe competitor but less than the accommodator

The Avoider The Avoider -- The person who evades or prolongs a The person who evades or prolongs a situation but never addresses the conflictsituation but never addresses the conflict

The CollaboratorThe Collaborator-- The person who works and finds a The person who works and finds a solution that satisfies the concerns of all memberssolution that satisfies the concerns of all members

Six StepsSix Steps

Step 1 - Set the sceneStep 1 - Set the scene

Quiet, private settingsQuiet, private settings

TimingTiming

Prior to sitting down, agree the purpose of Prior to sitting down, agree the purpose of the meetingthe meeting

Step 2 – Define problem and Step 2 – Define problem and outcomesoutcomes

? Better working relationships ? Better working relationships

? Better solution to the problem? Better solution to the problem

Make sure the person understands that it Make sure the person understands that it is a mutual problemis a mutual problem

Step 3 – Good communicationStep 3 – Good communication

Opening statements -- try to start out on a Opening statements -- try to start out on a good note good note Allow each party to express their point of Allow each party to express their point of viewviewEmphasize that you are presenting your Emphasize that you are presenting your perception of the problemperception of the problemListen –with empathy and see the conflict Listen –with empathy and see the conflict from the other persons point of viewfrom the other persons point of viewClarify feelingsClarify feelings

Step 4- Brainstorm possible Step 4- Brainstorm possible solutionssolutions

Explore potential solutions and Explore potential solutions and alternativesalternatives

Be open to all ideas (discuss the +ve and Be open to all ideas (discuss the +ve and –ve possibilities)–ve possibilities)

Remain flexibleRemain flexible

Focus on work issues and leave Focus on work issues and leave personalities out of the discussionpersonalities out of the discussion

Step 5- Win-Win solution Step 5- Win-Win solution

Build a mutually satisfactory solutionBuild a mutually satisfactory solution

Attack the problem, not the person.Attack the problem, not the person.

ThinkThink "we," "we," rather than rather than "I versus you" "I versus you"

Come up with options in which both sides Come up with options in which both sides can wincan win

Agree on what each person will do to Agree on what each person will do to solve the conflictsolve the conflict

Step 6 – Do what you agreed to doStep 6 – Do what you agreed to do

Set clear goals Set clear goals

Know how you will measure successKnow how you will measure success

Review hallmarks of a good agreementReview hallmarks of a good agreement

Further reading …..Further reading …..

Journal of Journal of conflict conflict resolutionresolution

SummarySummary

RESOLUTION

RELATIONSHIPS

FEELINGS CONFLICT

Thanks for listening!Thanks for listening!

RaanaRaana

MelMel

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