1. Managing Conflict Based on the book, Managing Conflict, by Ursula Markham

2. Why Conflict Arises Type A Personality Vs. Type B Personality

3. Type A Personality zHighly Competitive zStrong Personality zRestless when inactive zSeeks Promotion Punctual zThrives on deadlines zMaybe jobs at once

4. Type B Personality z Works methodically z Rarely competitive z Enjoys leisure time z Does not anger easily z Does job well but doesnt need recognition z Easy-going

5. Aggressive People zBody language yStiff and straight y Points, bangs tables to emphasize points yFolds arms across body zVerbal language yI want you to… yYou must… yDo what I tell you! y Youre stupid! Aggressive people are basically insecure….. Try to avoid them.

6. Submissive people zBody Language yAvoids eye contact yStooped posture ySpeaks quietly yFidgets z Verbal Language yIm sorry y Its all my fault yOh dear Submissive people have a great sense of inferiority

7. Assertive People zBody language yStands straight yAppears composed ySmiles yMaintains eye contact zVerbal language yLets y How shall we do this? y I think… What do you think? y I would like…

8. Types of Conflict zWithin an individual z Between two individuals zWithin a team of individuals zBetween two or more teams within an organization

9. Causes of conflict z Conflict of aims- different goals z Conflict of ideas- different interpretations z Conflict of attitudes - different opinions z Conflict of behavior- different behaviors are unacceptable

10. Stages of Conflict zConflict arises zPositions are stated and hardened zActions, putting into action their chosen plan z Resolution???

11. Preventing Conflict zAssess positive and negative personality traits of people involved zDetermine personality type yAggressive ySubmissive yAssertive z Assess if people are introvert or extroverts...

12. Preventing Conflict zReview past conflicts zAssess communication skills of those involved zRead body language of participants

13. Preventing Conflict zTry to reduce conflict yRealize that communication is colored by personal experience, beliefs, fear, prejudices yTry to be neutral y Plan the timing and place of the conversation yRealize that outside stress may add to confrontation y Eliminate/reduce external interruptions

14. Preventing Conflict zManage the language used yNeutral vs. loaded words yReduce technical language yAllow for cultural differences in language yWords may have different meanings for different people…ask them to elaborate

15. Aids to Communication zListen Actively zRelax zObserve body language zDevelop interest in others interests zAsk for clarification zPlan what you are going to say z Tailor words to person z Determine the best timing z Determine the best place z Why is the conversation necessary

16. Personalities who cause conflict zAggressor zPassive zAbsentee zError prone zNegative attitude zChatterbox zDo nothing

17. Personalities who cause conflict zUnreliable zTime waster zResentful person

18. WACem method W hats bothering you? A - What do you want to Ask the person to do? C heck in to see if what youve asked for can happen