1. MANAGING CONFLICT S

2. MANAGING CONFLICT

4. Ways to Manage Conflict

5. Conflict Management Exercise

6. Be Aware of Yourself

7. Be Aware of Others

8. Set the Scene for Cooperative Resolutions

9. The Most Important Question:
What Do You Want?

10. 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?

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

12. Negotiating Limits and Rules

13. Scenario 1

14. 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?

15. Scenario 2

16. Cooperative Approach

17. Directive Approach

18. 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.

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

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