1. HANDLING CONFLICT HOW DO YOU HANDLE CONFLICT? HOW DO YOU
IN THE WORKPLACE?

3. 3 MAIN REASONS OF CONFLICT
LIMITED RESOURCES
PERSONAL NEEDS
DIFFERENT VALUES

4. DIFFERENT VALUES EXAMPLE GOSSIPPING ASKED TO LIE TO COVER UP
EXTRA LONG BREAKS
BORROWING SUPPLIES
NOT RETURNING THINGS

5. LIMITED RESOURCES EXAMPLE ONLY ONE PROMOTION AVAILABLE CORNER OFFICE
SHARING COMPUTER

6. PERSONAL NEEDS EXAMPLE VACATION TIME SOMEONE MUST WORK LATE / EARLY
SOMEONE NOT PULLING THEIR WEIGHT
SHARING AN OFFICE –
TEMPERATURE CONTROL
LOUD
NOT WORKING

7. WHY DO WE BEHAVE A CERTAIN WAY?
HABIT
LEARNED BEHAVIOUR
BELIEF SYSTEM – “I MUST WIN”
VARIATIONS IN:
MOOD
SETTING
RELATIONSHIP
SIGNIFICANCE OF CONFLICT

8. CONFLICT ESCALATOR AVOIDING EACH OTHER ANGRY LOOKS AND POSTURING
ARGUE INTENSELY / EMOTIONALLY
INSULTING REMARKS
FIGHTING

9. 3 WAYS TO HANDLE CONFLICT
FIGHT – AGGRESSIVE
FLIGHT – PASSIVE
FLOW - ASSERTIVE

10. FIGHT I WIN – YOU LOSE THINKING HOW DO YOU ACT I’M RIGHT SCREAM
YOU’RE WRONG
BLAME/PUNISH
I’M OK
YOU’RE NOT
HOW DO YOU ACT
SCREAM
VIOLENCE
DON’T LISTEN

11. FLIGHT I LOSE – YOU WIN THINKING HOW DO YOU ACT WANT PEACE SULKING
AVOID CONFLICT
LET THEM WIN
I’M NOT OK
HOW DO YOU ACT
SULKING
CRYING
GIVE IN
PRETEND IT DIDN’T HAPPEN

12. FLOW (ASSERTIVE) I’M OK – YOU’RE OK
THINKING
WANT TO SOLVE PROBLEM
RESPECT OTHERS
SORT THROUGH PROBLEM
HOW DO YOU ACT
DISCUSS
LISTEN
TAKE TIME OUT
EXPLAIN
COMPROMISE

13. RESOLVING CONFLICT WORK IT OUT TOGETHER
THINK OF IT AS A MUTUAL PROBLEM
FIND COMMON GROUND / INTERESTS
BE WILLING TO COOPERATE’
BE WILLING TO GIVE AND GET

14. RESOLVING CONFLICT SPOTLIGHT THE PROBLEM FOCUS ON THE PROBLEM
DON’T MAKE IT PERSONAL
NOT A COMPETITION
LOOK FOR SOLUTIONS

15. RESOLVING CONFLICT EFFECTIVE COMMUNICATION
BE CAREFUL OF NON VERBAL MESSAGES
AVOID BEING FORCEFUL WHEN YOUR MESSAGE IS NOT “WINNING”
AVOID THREATS

16. RESOLVING CONFLICT TAKE A TIME OUT ALLOWS ONE TO “COOL DOWN”
ALLOWS FOR TIME TO THINK
ALLOWS FOR PERSPECTIVE
COME BACK WITH LOGIC / RATIONALE
COME BACK WITH HUMOUR

17. RESOLVING CONFLICT GO FOR WIN – WIN SOLUTIONS COLLABORATE ON SOLUTIONS
LOOK FOR WAYS THAT BENEFIT ALL
NEGOTIATE AND COMPROMISE

18. RESOLVING CONFLICT KNOW WHEN TO LET GO IS THE BATTLE WORTH IT?
ONCE A SOLUTION IS DECIDED ON – LEARN TO ACCEPT AND MOVE ON
AGREE TO DISAGREE
LETTING GO AND BUILD RESPECT AND RELATIONSHIPS

19. “I” STATEMENTS USE “I” STATEMENTS INSTEAD OF ATTACKING
I AM FRUSTRATED WHEN THE JOB IS NOT COMPLETED ON TIME
I DON’T FEEL RESPECTED WHEN MY OPINION IS NOT HEARD
WHEN I’M INTERUPTED I FEEL LIKE YOU DON’T RESPECT MY OPINION