MANAGING CONFLICT S7-602-14

MANAGING CONFLICT

Ways to Manage Conflict

Conflict Management Exercise

Be Aware of Yourself

Be Aware of Others

Set the Scene for Cooperative Resolutions

The Most Important Question: What Do You Want?

The Most Important Follow-Up Questions: What are you willing to do to get what you want? Is what you are doing working? Do you want to figure out another way?

Effective Communication in Conflict Situations Stay Objective Manage Tone of Voice Monitor Body Language Create Positive Present

Negotiating Limits and Rules

Scenario 1

Four Questions of Conflict Resolution As a leader, what do you want? What does your group want? Where is there common ground for agreement? What are the factors that may prove nonnegotiable?

Scenario 2

Cooperative Approach

Directive Approach

Leader Contract With A Group My Job Is Your Job Is To do all I can to ensure your safety. To help you get the most out of this experience. To be honest with you and treat you with respect To tell me when you don’t feel safe. To help me ensure your safety. To be honest with me and treat me with respect.

Ultimate Goals of Conflict Resolution to build on common ground to listen to find solutions

Ticket October 6, 2014 March 4, 2016 Begin to Work Your Ticket After: Finish Your Ticket Not Later Than: March 4, 2016