1. Conflict Resolution in Leadership
NCCCS Student Leadership Development Program
Thursday, June 8, 2017
Lisa D. Inman

2. Presentation Overview
Defining Conflict Resolution (including 4-Word-Build Activity)
Identifying Conflict in Your Own Experiences (including Conflict Sheet Exercise)
Understanding Conflict
Keys to Resolving Conflict (including Outcomes Identification Exercises)
Conflict Styles

3. What is Conflict Resolution?
Defining It and Identifying Its Presence

4. Defining Conflict competitive or opposing action of incompatibles
antagonistic state or action (as of divergent ideas, interests, or persons)
mental struggle resulting from incompatible or opposing needs, drives, wishes, or external or internal demands 
the opposition of persons or forces that gives rise to the dramatic action in a drama or fiction 

5. Defining Resolution
the act of answering, solving [finding a solution, explanation, or answer for]
the act of determining 
something that is resolved [dealt with successfully]
a formal expression of opinion, will, or intent voted by an official body or assembled group

6. 4-Word-Build Individually, write down 4 words related to “conflict”
Individually, write down 4 words related to “resolution”
Break into 5 small groups of 5 leaders and 1 small group of 6 leaders
Share individual lists of 4 words with small group
Narrow down list of words to 4 for entire small group 
Return to large group
Combine 6 lists of 4 words and narrow down to a total of 4 words for entire group*
Exercise borrowed and adapted from

7. Identifying Conflicts in Your Experience
Large group sharing
Conflict Sheet Exercise
Break into 10 small groups
Fill out “Conflict Sheet”
Pick out 1 conflict to share with group
Provide feedback/input for others’ conflicts

8. Will I Have to Handle Conflict?
Understanding Conflict and Keys to Resolving It

9. Understanding Conflict
Conflict is normal and healthy (if managed appropriately)
Conflict arises from differences
Conflict will happen, in personal, academic, and professional experiences
Conflict can either stimulate or hinder progress, growth, and productivity
Conflict that is mismanaged can derail leaders and limit their efficacy
Conflict can not and should not be avoided forever
We all have ways in which we prefer to handle or resolve conflict

10. Keys to Resolving Conflict
Keep your emotions and stress in check
Focus on words, not actions, in understanding the conflict
Listen carefully to what is said/expressed, but remain aware of non-verbals
Ensure that everyone is being specific
Be aware of assumptions that may impact the conflict
Know your people/the parties involved

11. Keys to Resolving Conflict (continued)
Be mindful of relational needs (e.g. a need to feel respected and valued)
Clarify the real issues and deal with each issue individually
Restate what you have heard/understood about the conflict
Avoid feeling obligated to resolve conflict in the moment
Validate the concerns and perspectives of all involved parties

12. Outcomes Identification Exercise
Brainstorm a list of responses to “What outcomes do I desire from my leadership experiences?”
Pick 1 outcome to share with the group
Identify characteristics of each outcome (procedural vs. psychological needs)
Finish this statement: “One desired outcome I am working to achieve is ____________. This is very important to our group because __________.”

13. Do I Really Have to Do THAT ?
Conflict Resolution Styles

14. Five (5) Common Styles Competing: “I win, you lose.”
Collaborating: “We both win.”
Compromising: “Neither of us wins.”
Avoiding: “Nobody wins.”
Accommodating: “I lose, you win.”
Based on 1970s research of Kenneth Thomas and Ralph Kilmann

15. Understanding Each Style
When to use
When not to use
Sign that you may be overusing it
In what types of situations might each style be best suited?

16. Any Questions?
Remember that Learning to Manage and Resolve Conflict is an Ongoing Process