managing conflict
DESCRIPTION
Managing Conflict. Finding common ground Providing tools to settle disputes Stepping in to make unilateral decisions (on rare occasions). Opening Exercise. Be Aware of Others. Trust Experience Understand Care. Set the Scene for Cooperative Resolutions. Listen Pay Attention - PowerPoint PPT PresentationTRANSCRIPT
![Page 1: Managing Conflict](https://reader035.vdocuments.us/reader035/viewer/2022062410/56815d83550346895dcb9161/html5/thumbnails/1.jpg)
1
![Page 2: Managing Conflict](https://reader035.vdocuments.us/reader035/viewer/2022062410/56815d83550346895dcb9161/html5/thumbnails/2.jpg)
2
![Page 3: Managing Conflict](https://reader035.vdocuments.us/reader035/viewer/2022062410/56815d83550346895dcb9161/html5/thumbnails/3.jpg)
3
Managing Conflict
• Finding common ground
• Providing tools to settle disputes
• Stepping in to make unilateral decisions (on rare occasions)
![Page 4: Managing Conflict](https://reader035.vdocuments.us/reader035/viewer/2022062410/56815d83550346895dcb9161/html5/thumbnails/4.jpg)
4
Opening Exercise
![Page 5: Managing Conflict](https://reader035.vdocuments.us/reader035/viewer/2022062410/56815d83550346895dcb9161/html5/thumbnails/5.jpg)
5
![Page 6: Managing Conflict](https://reader035.vdocuments.us/reader035/viewer/2022062410/56815d83550346895dcb9161/html5/thumbnails/6.jpg)
6
Be Aware of Others• Trust• Experience• Understand• Care
![Page 7: Managing Conflict](https://reader035.vdocuments.us/reader035/viewer/2022062410/56815d83550346895dcb9161/html5/thumbnails/7.jpg)
7
Set the Scene for Cooperative Resolutions• Listen• Pay Attention • “Involvement, Involvement,
Involvement!”
![Page 8: Managing Conflict](https://reader035.vdocuments.us/reader035/viewer/2022062410/56815d83550346895dcb9161/html5/thumbnails/8.jpg)
8
The Most Important Question
“What do you want?”
![Page 9: Managing Conflict](https://reader035.vdocuments.us/reader035/viewer/2022062410/56815d83550346895dcb9161/html5/thumbnails/9.jpg)
9
Questions for Conflict Resolution
1. What do you want?2. What are you doing to get it?3. Is it working?4. Consider alternate approach?
![Page 10: Managing Conflict](https://reader035.vdocuments.us/reader035/viewer/2022062410/56815d83550346895dcb9161/html5/thumbnails/10.jpg)
10
Effective Communication in Conflict Situations
1. Spoken Words 2. Tone of Voice3. Body Language4. Emotions
![Page 11: Managing Conflict](https://reader035.vdocuments.us/reader035/viewer/2022062410/56815d83550346895dcb9161/html5/thumbnails/11.jpg)
11
Negotiating Limits and Rules
![Page 12: Managing Conflict](https://reader035.vdocuments.us/reader035/viewer/2022062410/56815d83550346895dcb9161/html5/thumbnails/12.jpg)
12
Negotiating Limits and Rules
Scenario 1:
![Page 13: Managing Conflict](https://reader035.vdocuments.us/reader035/viewer/2022062410/56815d83550346895dcb9161/html5/thumbnails/13.jpg)
13
Negotiating Limits and Rules
• Be clear about boundaries • Stick to them• Involve the group in determining
those limits
![Page 14: Managing Conflict](https://reader035.vdocuments.us/reader035/viewer/2022062410/56815d83550346895dcb9161/html5/thumbnails/14.jpg)
14
Negotiating Limits and RulesScenario 2:
![Page 15: Managing Conflict](https://reader035.vdocuments.us/reader035/viewer/2022062410/56815d83550346895dcb9161/html5/thumbnails/15.jpg)
15
Cooperative Approach• Ideal Approach • Engages Everyone• Find Own Solution
![Page 16: Managing Conflict](https://reader035.vdocuments.us/reader035/viewer/2022062410/56815d83550346895dcb9161/html5/thumbnails/16.jpg)
16
Proscriptive Approach• What I want.• What I understand you are doing.• Why that isn’t working for me.• What I need you to do.
![Page 17: Managing Conflict](https://reader035.vdocuments.us/reader035/viewer/2022062410/56815d83550346895dcb9161/html5/thumbnails/17.jpg)
17
Leader Group ContractMy Job Is
• Ensure your safety
• Help you
• Be honest with you • Treat you with
respect
Your Job Is• Tell me when you
don’t feel safe• Help me ensure your
safety• Be honest with me • Treat me with
respect
![Page 18: Managing Conflict](https://reader035.vdocuments.us/reader035/viewer/2022062410/56815d83550346895dcb9161/html5/thumbnails/18.jpg)
18
ConclusionUltimate goals of conflict resolution:
– to build on common ground – to listen – to find solutions
![Page 19: Managing Conflict](https://reader035.vdocuments.us/reader035/viewer/2022062410/56815d83550346895dcb9161/html5/thumbnails/19.jpg)
19
TicketBegin to Work
Your Ticket After:
October 20, 2008
Finish Your Ticket Not Later Than:
April 19, 2010