1. Conflict

2. Conflict is…
A disagreement resulting from incompatible concerns, goals, or values
Influenced by perceptions, thoughts, values and emotions
Natural and inevitable in close relationships
Either positive or negative

3. Conflict is positive when it
Opens up discussion of issues, resulting in clarification
Identifies alternative solutions
Results in win/win situations
Serves as a release of pent-up emotions, anxiety and stress

4. Conflict is positive when it
Builds cohesiveness among group members
Helps individuals to grow personally and apply their knowledge to future conflicts
Makes life more interesting
Is hard on the problem, easy on the people

5. Conflict is negative when it
Diverts energy from more important activities and issues
Destroys the relationship
Means no decision or new behaviour results and the problem remains
Reduces or destroys any level of trust

6. Conflict is negative when it
Divides people even more and polarizes groups
Results in debilitating emotional experiences
Is hard on people, and easy on the problem

7. Keys to Resolving Conflicts
Seek first to UNDERSTAND… then to be UNDERSTOOD
ASSERTIVELY achieve a WIN-WIN situation
Be HARD on the PROBLEM and EASY on the PERSON

8. Conflict Resolution Model
L isten actively
E mpathize
A sk open-ended questions to clarify
R each a mutually acceptable, win-win agreement or solution
N ext time follow up