1. Janie S. Torain
3/6/2012
1.02 Interact with others in a way that is honest, fair, helpful, and respectful
1.02 B. Interact with others in a way that is honest, fair, helpful, and respectful

2. “Conflict Resolution”
Define the terms conflict and conflict resolution.
Describe constructive ways that conflict can affect people.
Explain destructive effects of conflict on people.
Describe conflict’s stages of development.
Explain types of conflict.
Explain the causes of conflict.

3. Conflict
A serious disagreement or argument, typically a protracted one
Conflict can come to any number of unhappy resolutions; one side can just give in, one can take the other to court and let a judge decide. In worst-case scenarios one or both sides resort to violence.

4. Conflict Resolution
A set of informal processes, more accurately called Alternative Dispute Resolution (ADR), designed to help people in conflict find better solutions.

5. CONFLICT RESOLUTION ACTIVITY
Answer the following questions regarding a recent conflict you have experienced:

6. CONFLICT RESOLUTION Was the conflict emotional or functional?
Was the conflict negative or positive?
What were the effects of the conflict?
When did you acknowledge the conflict?

7. CONFLICT RESOLUTION
Define the conflict by asking yourself the appropriate questions. For example:
What would you like to see happen?
What does that look like for you?
What would it take for you to be able to move forward?
How do you get there?

8. CONFLICT RESOLUTION Describe how you confronted the conflict.
Discuss your resolution options.
Define how you reached a resolution.
How would you handle the conflict differently, if you could?

9. Steps in Managing Conflict
Identify the Problem
Identify possible solutions
Evaluate each suggested solution
Pick the best solution
See if the solution is working
If necessary, agree to disagree

10. I feel … When you … Because … And I want …
Janie S. Torain
3/6/2012
Communicating with “I” Statements 'I-statements' contribute to effective communication and effective conflict resolution.
I feel …
When you …
Because …
And I want …
When we state something as a fact that is really just our subjective viewpoint (opinion) it can have the following impacts upon ourselves and others:
It can alienate people from us because their experience may not be the same as ours.
For example: If I say:
Coming to Person High School is whack. Learning in this place is impossible, no teacher will help you and the students that go here are so snobbish.
If, instead I were to use 'I-statements', I could say it this way:
I find it really difficult being a student here at Person High School, I think that some things don't get done that need to be done and I'm worried about not fitting in.
Source:
1.02 B. Interact with others in a way that is honest, fair, helpful, and respectful

11. ASSERTIVE COMMUNICATION
ACTIVITY
Create an assertive statement (writing it down) to address the following conflicts.

12. ASSERTIVE COMMUNICATION
You’ve been waiting in the lunch line for ten minutes to get some fries and finally make it over to your lunch table where you put down your food and darn, you forgot ketchup…you run over to the counter to pick some up and when you return, your not-much-of-a-friend has moved your food and bookbag to another table where none of your friends are sitting.

13. ASSERTIVE COMMUNICATION
You have been texting and talking to someone you have a crush on for the last two weeks. Both of you have kept it quiet but you decide it is safe to tell your best friend. The next day, a picture of you with your name and “I heart your crush’s name” is all over your best friend’s Instagram and Snapchat.

14. ASSERTIVE COMMUNICATION
You are finally old enough to get a job and start making some money on the side. Your neighbor tells you about your dream job having a position available and you are ready to jump into it. You are so excited you tell your classmate during a math project that you have an interview after school when they ask why you are all dressed up. When you arrive to your interview, you are shocked to see that same classmate there. As you walk in, the manager apologizes and says they are sorry but they just hired your classmate…if you had only been there five minutes earlier.

15. Positive & Negative Response to Feedback
Make sure that you understand the feedback
Identify the solution(s)
Take action
Defensiveness
Denial
Emotional display
1.02 B. Interact with others in a way that is honest, fair, helpful, and respectful

16. Steps to Provide Constructive Feedback
Tact
The ability to say and do things in a way that will not offend another person
Sandwich Technique
Compliment
Criticism
Compliment
Criticism
Compliment
Tact
1.02 B. Interact with others in a way that is honest, fair, helpful, and respectful

17. Routes of Constructive Criticism
Importance of Constructive Criticism
Prevents costly mistakes or accidents
Provides opportunity for improving work performance
Routes of Constructive Criticism
Oral
Verbal
Written evaluations
Visual
1.02 B. Interact with others in a way that is honest, fair, helpful, and respectful

18. Constructive & Destructive Feedback
Private
Addresses behavior
Specific
Prompt
Positive
Suggests actions to solve the problem
Public
Addresses personal characteristics
General
Delayed
Negative
No solutions offered

19. Techniques to Positively Manage Anger
Self awareness
Understand others
Empathy
Tact
Management strategies
1.02 B. Interact with others in a way that is honest, fair, helpful, and respectful