7 Recognize the major causes of conflict and it can present positive opportunities Respond to conflict by respecting the person Resolve conflict by addressing the problem Use Reflection to learn from conflict Objectives By the end of this course, you will be able to:
8 Reflect The 4 Rs Resolve Respond With Respect Recognize
9 Reflect Recognize Resolve Respond With Respect Recognize
10 Definition of Conflict The differences that arise between people that cause them concern. Conflict is an inevitable and normal part of life All parties may not be aware that there is a conflict We may have internal conflicts – we are “of two minds” about something Conflict is between two or more people and may be about one or more issues or problems Conflicts aren’t necessarily negative, but present opportunities to solve problems collaboratively
11 Brainstorm The issue or conflict The people involved What each party wants Common Workplace Conflicts 10 minutes to list 2 issues Use Worksheets & flipcharts 2 minutes to describe to the entire group
12 Brainstorm The issue or conflict The people involved What each party wants Common Workplace Conflicts 10 Minutes 5 100
13 Group Presentations Present the issue or conflict Identify the parties involved Describe what each party wants
14 The issue or conflict The people involved What each party wants Personal Issue or Conflict 50
15 Common Causes of Conflict Facts Values Goals Methods
16 Common Causes Facts People receive new information at different times. Everyone might not receive the new information. People might interpret things differently. Sharing information or getting reliable information usually can resolve conflicts over facts.
17 Common Causes Methods People often differ over the best way to do something. Supervisors may have different ways of rewarding or disciplining employees. Managers may have different opinions about how to keep their staff up to date on current information. Conflict over methods can usually be resolved by the airing of differences and collaboration—working together to come to an agreement on methods.
18 Common Causes Viewing a job as an opportunity/living/chore until retirement. A Manager’s goal might be to achieve maximum efficiency while a supervisor might be more interested in the personal needs of team. A flight passenger’s goal is to get to their flight on time, while the goal of the security screener is to make sure flight security is maintained. Disagreement over goals can usually be resolved by problem solving and finding common ground. Goals
19 Values One person might see working part time as an opportunity to spend more time with his/her family while another might view it as a loss of income. One person might have been brought up to respect everyone and another might have been brought up to expect other people to earn respect Our cultural and religious background influences how we behave. We must acknowledge our differences, respect each other's position, recognizing that long-held beliefs and values will not change. Common Causes
20 Common Causes Exercise 5 Minutes Use first letters to identify the possible causes More than 1 cause is possible 50 Facts Values Goals Methods
21 Reflect Review Resolve Respond With Respect Recognize
22 Reflect Respond Resolve Respond With Respect Recognize
23 Responses to Conflict Avoid Complain Take it Home Blame Others Lump it Give in Get Angry
24 Chinese Symbol for Conflict “Risk” “Opportunity”
25 Risk and Opportunity Scenarios 2460 6 Minutes
30 Responding with Respect Validate – acknowledge understanding and the feelings of other person. Ask – use open-ended questions to demonstrate you heard. Listen – paraphrase to demonstrate understanding.
31 Active Listening Skills Listen with respect – give the other person time to talk Don’t challenge or interrupt Check for understanding Don’t problem-solve
34 Words – Tone of voice – Body language – How and What we Communicate Source: Mehrabian, Albert (1981) Silent Messages: Implicit Communication of Emotions and Attitudes. Belmont, CA: Wadsworth. 7 % 38 % 55%
35 8 Ways to ask a Question Did I say you had an attitude problem? I say you attitude
36 Respond with Respect - Summary Conflict can be risk and opportunity Communication is Key Validate Ask Questions Listen How we say something is as important as what we say!
38 Reflect Resolve Respond With Respect Recognize
39 The Vacation Dilemma BeachMountains Near by Socializing Food Swimming Fresh Air Sun Shopping Quiet Food Hiking Stars Near by Boating Wildlife Positions - What Interests - Why
40 Uncovering Interests Interests Security Well-being Belonging Self-esteem Dignity Respect Interest s Positions - What Interests - Why A stand or demand What someone wants Why a person wants something or wants something done in a particular way Their fears, hopes, wants, needs
41 Position/Interests Scenarios in Book Use the Uncovering Interests Worksheet: Identify Issue or Problem Identify Positions Uncover Interests 5 100 10 Minutes
42 Position/Interests Conflicts at Work 5 100 10 Minutes Use the Uncovering Interests Worksheet: Identify Issue or Problem Identify Positions Uncover Interests
43 Exploring Options Ideas for Brainstorming Collect as many ideas as possible from all participants All ideas are welcome Be creative Do not criticize or judge; don't groan, frown, or laugh All ideas are equally valid at this point. Build on other peoples' ideas.