1 conflict resolution sharon parrott. 2 agenda introduction icebreaker understanding the nature of...
TRANSCRIPT
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Conflict Resolution
Sharon Parrott
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Agenda
• Introduction
• Icebreaker
• Understanding the nature of conflict
• The Win/Win Approach
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Ice Breaker
• Discuss desired outcomes
• Record on wall posters
• Revisit at the end of class
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Understanding Conflict
• Conflict is everywhere
• Do not avoid
• Handle in a productive manner
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Recalling Personal Experience of Conflict
• What does conflict mean to you?
• Is conflict a fight, a disagreement or war?
• What feelings do you have when conflict arises?
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Destructive Ways
• Tension• Unresolved problems• Stress• Low productivity • Sour relationships• Time off – sick• Health problems• Anxiety • Resentment
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Constructive Ways
• Relaxation• Openness• High productivity• Expanding friendly relationships• Vitality• Good health• Empowerment• A sense of achievement
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Levels of Conflict
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Crisis
ScreamingThrowing an objectNot talkingWalking off of the job
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Crisis
ScreamingThrowing an objectNot talkingWalking off of the job
DiscomfortUpset UnclearIrritated MisunderstandingSomething Wrong AnxiousNudge Negative attitudeTension
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• Stay Alert
• Choose the appropriate– Time– Opportunity– Option
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Break Time
• Return in 15 minutes
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The Win/Win Approach
• Types of behavior used in resolving conflict
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Conflict Behavior
• Some deal with the problem
• Others avoid it
• Some enhance relationships
• Others harm relationships
• Some solve the conflict
• Others increase it
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Reasons for Conflict Responses
• Habit
• Learned patterns
• Variations with mood, setting, relationship, significance of the conflict
• Belief system – for me to win someone must lose
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Fight Concept
• Screaming
• Physical violence
• Refusing to listen
• Manipulation
• Sulking
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Fight Behaviors
• I am right and you are wrong
• To blame and punish
• To threaten
• I am ok and you are not
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Flight Behaviors
• Sulking
• Crying
• Avoiding
• Pretending it has not happened
• Giving in
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Flight Behavior Intentions
• I am wrong and you are right
• To avoid conflict
• To maintain peace
• To let the other people win
• I am not ok and you are
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Flow Behaviors
• Discussing the issue
• Listening to others
• Taking time-out
• Explaining own perspective and needs
• Compromising
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Flow Behavior Intentions
• There must be a way to solve this
• To sort out the problem
• To respect others
• To make sure everyone is satisfied with the solution
• I am ok and you are ok
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Understanding Behavior
• Context
• Relationship of participants
• Culture
• Past history
• Future
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Fight, Flight, or Flow
• Punish
• Avoid conflict
• Deal with the Issue
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DiscussListen
Find out what each other wants/needs
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Win/Win Approach
• Needs first
• Solutions later
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The Win/Win Approach
• Compromise– Fair– Everyone shares– Everyone has some needs met
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Disadvantages to Compromising
• One party gives more
• Not all options explored
• Breed resentment
• Form of lose/lose
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Break Time
Return in 15 minutes
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Principles of Win/Win Approach
• Considering needs
• Concerned with fairness
• Respecting relationships
• No one loses
• Fulfilling needs
• Consulting with others
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Benefits to Win/Win Approach
• Productivity
• Creativity
• Quality
• Commitment
• Focus
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No Compromise
• Jobs
• Not worked hard enough
• Conflicting family functions
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Beginning conflict issues – were they answered?
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Finale
Thank you for attending!