1. Conflict Resolution “Tips”
Willie Johnson
Performance Improvement Consultant

2. Course Objective
Present Information and Strategies that will increase your “effectiveness” when dealing and coping with conflict

3. Session-1 Objectives Conflict Defined
Understanding and Dealing With Conflict
The Art of Persuasion in Conflict
“The days are too short for love; how can there be enough time for quarreling”? - Margaret Gatty

4. Complete These Sentences
When I think of conflict I ….
When someone disagrees with me about something important, I usually…….
I was raised to deal with conflict by……..

5. Conflict Assumptions Source of _____ and destructiveness
Leads to _______ and empowerment

6. A Challenge
Please write a One Sentence Definition of C O N F L I C T ____________________________

7. What Is Conflict?

8. A Reflection
What concerns me is not the way things are, but rather the way people think things are…
Epicteus

9. The Challenge When Dealing With Conflict
Seek ________ relationships

10. All Roads Can Lead To Conflict:
Differences in needs, Differences in perceiving
objectives and values Motives, words, actions
Diversity and situations.
Differing expectations of Unwillingness to work
outcomes - favorable through issues,
versus unfavorable collaborate or
Funding - Policies compromise

11. Destructive behaviors
Being __________
Questioning ________
_________ people
Asking ________

12. Constructive behaviors
Using ___________
Using _______________ to stay focused
_____________ until you experience the other side of the issue
Taking a ____________ approach

13. Five Approaches to Conflict Resolution
COMPETING COLLABORATING (Force)
COMPROMISING
AVOIDING ACCOMODATING
Assertive
Unassertive
(Concern for self)
Uncooperative
Cooperative
(Concern for others)

14. Avoid Avoid - Avoiding Conflict Successfully
Down Side to Avoiding Conflict

15. Force / Competing Force: How to Force Successfully
Down Side to Using Force

16. Accommodate Accommodate Accommodating Successfully
Down Side to Accommodating

17. Compromise Compromise Compromising Successfully
Down Side to Compromising

18. Collaborate
Collaboration
Collaborating Successfully

19. Strategies To Avoid

20. Influence And Persuasion
Understanding how to neutralize emotions and then using a simple conflict resolution process will increase your ability to influence and persuade others.

21. Conflict resolution strategies
Day-1 Wrap-Up
Know Your ______
Buttons!
Conflict resolution strategies

22. A Reflection
“I’m not a combative person. My long experience has taught me to resolve conflict by raising the issues before I or others burn their boats.”
- Alistair Grant