1. From Conflict to Consensus Professor ： Chen Chung Ma Name ： Rita Number ： 9651003M

2. 2 Introduction Introduction The Mediation Training Institute International estimates that more than 65% of performance problems result from strained relationships among employees. The Mediation Training Institute International estimates that more than 65% of performance problems result from strained relationships among employees. Conflict management can strengthen relationships ， increase productivity and renew enthusiasm. Conflict management can strengthen relationships ， increase productivity and renew enthusiasm.

3. 3 Attack the Problem ， Not Each Other “ I could not change the physicians ’ behaviors or styles ， but I could find ways to change my behavior and engage the medical staff as much as possible to find a solution that is in line with the organization ’ s goals ”

4. 4 Collaborate and Accommodate Nurses & Pharmacists Nurses & Pharmacists

5. 5 Collaborate and Accommodate Six main causes of conflict Six main causes of conflict  Unclear expectations  Ineffective or poor communication  Lack of clear jurisdiction/boundaries  Interpersonal styles or attitudes  Conflict of interest  Organizational change

6. 6 Collaborate and Accommodate Five styles for resolving conflict Five styles for resolving conflict  Collaborating  Competing  Compromising  Accommodating  Avoiding

7. 7 Recognize Hot and Cold Conflict Cold Conflict ： forms of suppressed or passive anger could occur. Cold Conflict ： forms of suppressed or passive anger could occur. Hot Conflict ： when a employee becomes angry and is tempted to approach a co-worker and voice his or her emotions without thinking them through. Hot Conflict ： when a employee becomes angry and is tempted to approach a co-worker and voice his or her emotions without thinking them through. “ Cooling down ” “ Cooling down ”

8. 8 Recognize Hot and Cold Conflict Hot Buttons Hot Buttons Listening skills and ability to read others ’ reactions and adapt style to communicate more effectively. Listening skills and ability to read others ’ reactions and adapt style to communicate more effectively.

9. 9 Develop Emotional Intelligence “ A form of social intelligence that involves the ability to monitor one ’ s own and others ’ feelings and emotions ， to discriminate among them ， and to use this information to guide one ’ s thinking and actions. ”

10. 10 Develop Emotional Intelligence Self — awareness( our own feelings) Self — awareness( our own feelings) Self — management( managing our emotions) Self — management( managing our emotions) Social awareness( recognizing others ’ feelings) Social awareness( recognizing others ’ feelings) Social skills( managing emotions in others) Social skills( managing emotions in others)

11. 11 Determine Who You Are Managing Leaders should be sensitive to differences among staff. Leaders should be sensitive to differences among staff. Cultural differences also can lead to different styles and behaviors for resolving conflict. Cultural differences also can lead to different styles and behaviors for resolving conflict.

12. 12 Reduce Community Conflict The Indian Health Services ( IHS ) leaders were experiencing increased conflict between community members and hospital leadership. The Indian Health Services ( IHS ) leaders were experiencing increased conflict between community members and hospital leadership. Executives at hospitals should understand that when someone in the community gets sick, the entire family is there. Executives at hospitals should understand that when someone in the community gets sick, the entire family is there.

13. 13 Pre-empt and resolve Conflict Find a time to talk Find a time to talk Plan the context Plan the context Talk it out Talk it out Make a deal Make a deal

14. 14 Thanks for your Listening!!

15. 15 Question Time

16. 16 Proverb Try your best.  Rita ： I don ’ t know if I can pass the exam.  Professor Ma ： Try your best!  Rita ： Orz 盡力去試

17. 17 Proverb Give me a break.  Rita ： Hey! There are a lot of questiones about my report. …… Can you explain the meaning ？  Professor Ma ： Give me a break ! You have too much questiones … 饒了我吧；你算了吧