2 Housekeeping/Classroom Rules RestroomsBreaksCell Phones (Off while in class)ParticipateRespect the comments of othersCover rules designed to encourage maximum participation and good use of timeduring the training session.
3 Agenda Introduction The Sources of Conflict Conflict Modes The Impact of Perception, Diversity and Social StylesTalking about ConflictConclusionBriefly introduce the topics to be discussed and concepts learned.
4 Activity #1 How do I respond in a conflict situation? What are the steps I take when faced with resolving conflict?Can anything good ever come from conflict?Why or Why not?How do I help others resolve conflict?Allow approximately 5 minutes for participant discussion.Do not debrief at this time. You will return to these questions at the end of the course.
5 Course ObjectivesAt the completion of this training, you will be able to:Define conflict and describe the sources of conflict.Identify how our values support conflict resolution.List the stages of conflict and describe the preferred modes.Select the proper modes given different situations.Explain how perceptions, attitudes, and social styles impact conflict.List the three “R’s” of confronting conflict.Initiate a meeting and resolve a conflict with a co-worker.Help others resolve conflict in a positive manner.Add examples and further explanations as needed.
6 Activity #2 Introduce yourself: Name Business Unit/Role Expectations for today’s classAllow 5 – 10 minutes time for introductions.Listen carefully as participants introduce themselves.Consider this information when thinking of examplesand guiding discussion.
7 Defining Conflict Consider the following questions: How do you define conflict?What words come to mind?Are most of the words associated with conflict negative? Are there positive things that can come from conflict? Why? Why not?Possible answers to questions:A struggle arising from opposing demands, a disagreement over ideas, values or beliefs, different interests or opinions.War, struggle, argument, clash, fight, battle, etc.Yes. Conflict usually means there is disagreement, arguing, etc.Yes. Effective teams experience conflict and know how to handle it.
8 Myths about ConflictIt’s not nice to have conflict –Why is this not true?Conflict is the same as a fight - Why is this not true?Effective teams do not experience conflict - Why is this not true?Possible Answers:Always avoiding conflict is unfair to you and your co-workers, because it avoids real issues and assumes negative outcomes.Conflict does not always have a win/lose result. Both sides can come out winners.Effective teams experience conflict and know how to handle it.Share your own experiences of positive conflict resolution.Encourage participants to share their experiences.
9 Activity #3 Brainstorm the sources, causes or elements of conflict. Instructions:Participants divide into groups, elect a scribe, and another person to present groups ideas.Allow about 10 for the brainstorming activity.Allow another 10 minutes for spokespersons to present and discussion.
10 Stages of Conflict Unrest Disengagement Confrontation Open Conflict Use a personal experience to demonstrate each stage of conflict.
11 Modes of Conflict Accommodate – Lose/Win Avoid – Lose/Lose Compromise – 50/50Compete – Win/LoseCollaborate – Win/WinExplain the strategic modes:Accommodate – I Lose/ You Win – Appease othersAvoid – Lose/Lose – No one wins – Withdraw, sidestep or postponeCompromise – 50/50 – Both bend – Attempt to serve “common good”Compete – I Win/ You Lose – Associate “winning” with competition and powerCollaborate – Win/Win – Work through differences until both satisfied
12 Activity #4 Groups have 1 of the 5 conflict modes to explore. Each group should:Identify the key points of your conflict modeList “real life” examples of when a mode would be appropriate and inappropriatePrepare a brief presentation for the rest of the classAllow 25 minutes for this activity.1) Divide participants into groups, assigning a different conflict mode to each.For example, Group A - Accommodate and Group B – Collaborate.2) Scribe in each group records ideas and another group member should present them.
13 Conflict Modes Allow 25 minutes for this activity. 1) Divide participants into groups, assigning a different conflict mode to each.For example, Group A - Accommodate and Group B – Collaborate.2) Scribe in each group records ideas and another group member should present them.
14 Perception Perception is the interpretation of sensory information. It is a reaction in response to your unique understanding of an experience.Perception, as an internal factor, often influences behavior.Differences in perception can impact communication and conflict resolution.Give a brief example of how differences in perception can affect co-workers.
16 DiversityMerriam-Webster defines diversity as the quality of having many different types, forms, ideas, etc. In the workplace, diversity:Adds complexity to interpersonal relationshipsBring valuable experience and insight to teamsPromotes inclusiveness and respect for people of different backgroundsAssists in conflict resolution when diverse skills, education, experience and opinions are valued
17 Activity #6 The Hermann Grid What do you see? Stare at the white intersection of this black matrix.What do you see now?
18 Self-Fulfilling Prophecy My BeliefReinforceContributes toSelf-FulfillingProphecyTheir ResponseMy BehaviorInfluence
19 Social Styles Analytical Driving Amiable Expressive Need: To be right ControlsAnalyticalNeed: To be rightOrientation: ThinkingDrivingNeed: ResultsOrientation: ActionAsksTellsAmiableNeed: Personal securityOrientation: RelationshipsExpressiveNeed: Personal ApprovalOrientation: SpontaneityEmotes
20 Activity #7Identify the words that best describe you.
21 Activity #8Use the bullet points below to guide you in this role-play.Convey your positive intentDescribe the situationAsk the person to respond (his/her side)Listen attentively and with an open mindState your positionMove into mutual planningFollow through and follow-up
22 Managing Conflict Between Others Separate personalities from issues.Separate positions from needs.Try to get each party to understand the other’s perspective.State your position and interests.Ask for commitment in implementing the recommended solution.Use problem solving process to identify a permanent resolution to the source of conflict.
23 Key Points There are many sources of conflict. Conflict can lead to positive outcomes.Negative approaches to conflict often ignore the real issues.Our values support conflict resolution.Conflict progress through stages; Unrest, Disengagement, Confrontation and Open Conflict.There are five modes of dealing with conflict; Accommodate, Avoid, Compromise, Compete and Collaboration.Everyone has a preferred mode of dealings with conflict; however you must learn to use different modes depending on the situation.The importance of the issue, the importance of the relationship, available time, the environment and your strengths all contribute to your selection of a mode.Your perceptions and perspective can perpetuate the self-fulfilling prophecy.Four types of Social Styles (Analytical, Amiable, Driving and Expressive) impact how we address conflict - though versatility and openness to another person’s perspective are more important.Remember the “3 R’s” - Responsibility, Relationship and Real Problem – when resolving conflicts.