1. Conflict Management

2. Learning Objectives  Contrast conflict management and resolution  Evaluate win/win scenarios  Assess personal conflict management style  Utilize EI during decision-making  Implement various conflict management strategies to determine “best fit”

3. Why Conflict Management? Conflict resolution is a way for two or more parties to find a peaceful solution to a disagreement among them. The disagreement may be personal, financial, political, or emotional. When a dispute arises, often the best course of action is negotiation to resolve the disagreement. However, resolution cannot ALWAYS occur, sometimes you have to simply MANAGE it.

4. Unhealthy Responses:  An inability to recognize and respond to matters of great importance to the other person  Explosive, angry, hurtful, and resentful reactions  The withdrawal of love, resulting in rejection, isolation, shaming, and fear of abandonment ·  The expectation of bad outcomes  The fear and avoidance of conflict

5. Healthy Responses:  The capacity to recognize and respond to important matters  A readiness to forgive and forget  The ability to seek compromise and avoid punishing  A belief that resolution can support the interests and needs of both parties

6. Tips for Conflict Management 1.Stay relaxed. Try to relieve the stress. 2.Recognize and manage your emotions. 3.Improve your non-verbal communication skills. 4.Use appropriate humor. 5.Make the relationship your priority. 6.Focus on the present. 7.Pick your battles. 8.Be willing to forgive. 9.Let it go.

7. Win/Win Scenarios Both parties walk away feeling that they have won. This is usually accomplished through an innovative, new idea that was not presented originally. In order to get to a win/win scenario, you MUST:  Understand both sides of the dispute  Have all the data and facts involved  No emotional involvement  Be able to brainstorm a new solution  **Have a mediator or mentor

8. Assess Your Conflict Management Style

10. Discussion Questions 1.Where do you spend the majority of your time on the chart? 2.Can you identify where other people in your life spend time? 3.Where do you wish you could be? 4.What skills do you need to improve to get there? 5.What is holding you back? 6.How does this impact management of others?

11. Utilizing EI during Decision-Making 1.Awareness 2.Understanding the Impact 3.Influence  Align the emotions involved with the solution.  Explain the “why” behind a decision.  Take the pulse of the team.  Have individual meetings to discuss any disagreement.

12. The Process of Conflict Management 1.Clarify the disagreement 2.Establish the goals (what does each party want) 3.Discuss the facts (behavior, actions) 4.Assess the feelings of each party 5.Determine barriers to compromise 6.Agree upon a solution 7.Discuss solution timeline/action items

13. When you are in conflict… 1.Assess your feelings regarding the dispute. 2.Pinpoint behaviors, actions, words, decisions that were involved. 3.Discuss/vent all frustration. 4.Take some time away from the difficulty. 5.Define the goal/purpose/outcome. 6.Meet with the other party. 7.Explain your views, concerns, ides in a non-emotional way. 8.Allow the other person time to respond. 9.Listen to understand! 10.Discuss how to move forward. 11.Let it go!

14. Questions?