1. BUSINESS COMMUNICATION SECOND CANADIAN EDITION Part V: Putting it all together Chapter Thirteen: Resolving conflicts effectively Original Slides by Gates Stoner Pima Community College Adapted by Alan T. Orr

2. Objectives of this Chapter Learn how to approach conflict constructively Learn how to use assertive communication tools in conflict situations Review steps of conflict-resolution models Practice how to handle challenging reactions in conflicts 1

3. What is Conflict? Conflict A problem in which two or more people have a difference of opinions, methods, goals, styles, or values Approach taken determines if the outcome of a conflict is positive or negative 2

4. Behaviours to Avoid Yelling Blaming Reacting defensively Making negative assumptions Avoiding the situation Subtle digs and sarcastic remarks Personal insults Complaining Issuing ultimatums Arguing or pushing harder and harder for your way Actions undermining the conflict resolution process: 3

5. Taking the Path to Success Go to the source Stay in control Stay focused on issues Actively listen Be straight and sincere Go for solutions Assume the other person means well 4

6. Aggressive Approach Common Behaviours –Blaming –Interrupting –Refusing to compromise –Attacking –Dominating Focus on Solutions? No Outcomes –Defensiveness –Resistance 5

7. Non-Assertive Approach Common Behaviours –Avoiding –Appeasing others –Hesitating and apologizing Focus on Solutions? No Outcomes –Avoidance 6

8. Passive-Aggressive Approach Common Behaviours –Gossip –Lack of cooperation –Put-downs –Sarcasm Focus on Solutions? No Outcomes –Issues not addressed –Negative emotions 7

9. Assertive Approach Common Behaviours –Respectful –Positive intention –Focus on solution –Firm, but open to compromise Focus on Solutions? Yes Outcomes –Better relationships and feelings –Conflict resolved 8

10. Which Approach is Best? The assertive approach is best for conflict resolution because it is: –constructive and respectful –focused on solutions –collaborative –requires an effort to understand others 9

11. Conflict Resolution Models Resolving-concerns model Provides a problem-solving plan to use in situations in which the relationship isn’t working as it should Needs-based model Useful when resolving differences that are work-issue related, rather than relationship- related 10

12. Resolving-Concerns Model Step 1: Introduce the meeting Step 2: Describe the concern Step 3: Express your feelings or explain the impact (optional) Step 4: Let the other person respond Step 5: Work out the solution Step 6: Close 11

13. Needs-Based Model Step 1: Introduce the meeting Step 2: Define the problem Step 3: Identify the needs of the stakeholders Step 4: Work out the solution Step 5: Close 12

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