2. Call on students to identify a difference of opinion they have had with someone. List several of them on the writing surface. Ask students to mention what the causes of the differences were. How were the differences resolved? Ask if they have ever heard of differences of opinion in the workplace.

3. Student Learning Objectives. Instruction in this lesson should result in students achieving the following objectives: 1 Define conflicts and identify some causes of conflicts. 2 Explain conflict resolution and the skills it requires. 3 Describe the techniques for preventing and managing conflicts.

4. Terms. The following terms are presented in this lesson (shown in bold italics): accommodation avoidance collaboration competition compromise conflict conflict resolution cultural differences decision-making skills gossiping harassment invasion of privacy jealousy problem-solving skills reconciliation sexual harassment

5. Anticipated Problem: What are conflicts, and how are they caused? I. A conflict is a difference of opinion between two or more people. Two parties are in competition with each other. Conflicts are disruptive and destructive to a group. There are many causes of conflicts.

6. A. Jealousy describes the behavior of a person who is envious or resentful of someone else. A person may be jealous of another’s promotion or a difference in pay. B. Gossiping is lying about someone else behind his or her back. Gossip often results in the original information becoming more harmful. Gossipers often add to the story and make it more untruthful than it previously was. C. Dirty looks are unkind looks or stares. It is important to remember that such looks may have nothing to do with the person who receives them. They may be the result of a person having a bad day.

7. D. Invasion of privacy is infringing on an area that an individual holds personal. Examples include reading someone else’s mail or looking at someone’s test scores. E. Harassment is doing something that disturbs another person. It can take the form of name calling, threats, or insults. Sexual harassment includes unwanted touching or comments of an inappropriate or sexual nature. F. Cultural differences arise from the variety of ideas and customs of people from different backgrounds. Not knowing and understanding a person’s culture can lead to conflict.

8. Anticipated Problem: What is conflict resolution, and what skills does it require? II. Conflict resolution is using techniques that allow people to resolve problems that arise between them. It enables people to reconcile. Reconciliation is the act of reestablishing friendships after a conflict. Conflict resolution involves two types of skills.

9. A. Problem-solving skills are the techniques and talents people use to find solutions to situations. There are eight basic steps involved in problem solving. 1. Identify the problem. 2. Evaluate the problem. 3. Gather information about the problem. 4. Generate alternatives. 5. Decide on an appropriate plan. 6. Select and plan a course of action. 7. Carry out the plan of action. 8. Evaluate the results.

10. B. Decision-making skills involve selecting one choice from several that are available. When faced with making decisions, there are certain questions that need to be asked. 1. What is the decision that needs to be made? 2. What are the available choices or alternatives? 3. What consequences are associated with each of these choices or alternatives? 4. Is the decision based on accurate information? 5. How successful was the decision?

11. Anticipated Problem: What techniques can be used in the prevention and manage conflicts? III. Some common ways in which conflict can be dealt with are through avoidance, accommodation, compromise, competition, and collaboration.

12. A. Accommodation is a conflict management technique used to satisfy an urgent need for individuals or the group. It focuses on the things conflicting parties have in common rather than the differences. For example, a group could be asked to review their common purpose in the midst of conflict. However, accommodation is not helpful if an issue needs to be addressed immediately.

13. B. Avoidance is dodging a conflict issue. A person may postpone the conflict, hide their feelings, change the subject, leave the room or quit a project. 1. Avoidance is sometimes appropriate, such as when the conflict is small and not worth the time to respond, when time is needed to calm down, and when time is needed to gather more information. 2. It is not appropriate when the issue is very important, when a decision is needed quickly, when no decision has a major impact on the situation, and when postponing the issue will only make matters worse. Avoiding conflict seldom helps the individual or the group deal with a problem.

14. C. Competition is a conflict resolution strategy in which power is exercised. Someone wins and someone loses. 1. Competition is effective when winning the conflict is beneficial to individuals or the group. 2. However, it reduces cooperation and a group’s ability to work together.

15. D. Compromise involves all parties in a conflict to obtain some of their requests and give up something. 1. Compromise is effective when all parties are willing to reduce demands and when the solution saves time and effort for both sides. 2. It doesn’t work well when initial demands are too great from the beginning or when negotiations are not made in good faith.

16. E. Collaboration is a strategy that encourages teamwork and cooperation. No party gains power over another. 1. Collaboration is effective when the parties trust and respect one another, when time allows all parties to share their views and feelings, when the parties want the best solution for the larger group, and when parties are willing to change their thinking as new information comes it light. 2. Collaboration is not effective when time is limited and action must be taken before the conflict can be discussed and when trust or communication is lacking.

17. 1. What are conflicts, and how are they caused? 2. What is conflict resolution, and what skills does it require? 3. What techniques can be used in the prevention and manage conflicts?