1. Defining Conflict Chapter 01

2. Define Conflict z Conflict is a struggle between two or more forces that creates a tension that must be resolved z a state of opposition between ideas, interests, etc.; disagreement or controversy z a clash, as between two appointments made for the same time

3. Why Conflict Arises Type “A” Personality Vs. Type “B Personality

4. Type ”A” Personality zHighly Competitive zStrong Personality zRestless when inactive zSeeks Promotion Punctual zThrives on deadlines zMaybe jobs at once

5. Type “B” Personality z Works methodically z Rarely competitive z Enjoys leisure time z Does not anger easily z Does job well but doesn’t need recognition z Easy-going

6. Aggressive People zBody language yStiff and straight y Points, bangs tables to emphasize points yFolds arms across body zVerbal language y“I want you to…” y“You must…” y“Do what I tell you!” y “You’re stupid!” Aggressive people are basically insecure….. Try to avoid them.

7. Submissive people zBody Language yAvoids eye contact yStooped posture ySpeaks quietly yFidgets z Verbal Language y“I’m sorry” y “It’s all my fault” y“Oh dear” Submissive people have a great sense of inferiority

8. Assertive People zBody language yStands straight yAppears composed ySmiles yMaintains eye contact zVerbal language y“Let’s” y “How shall we do this?” y “I think… What do you think?” y “I would like…”

9. Types of Conflict zWithin an individual z Between two individuals zWithin a team of individuals zBetween two or more teams within an organization

10. Causes of conflict z Conflict of aims- different goals z Conflict of ideas- different interpretations z Conflict of attitudes - different opinions z Conflict of behavior- different behaviors are unacceptable

11. Stages of Conflict zConflict arises zPositions are stated and hardened zActions, putting into action their chosen plan z Resolution???

12. Preventing Conflict zAssess positive and negative personality traits of people involved zDetermine personality type yAggressive ySubmissive yAssertive z Assess if people are introvert or extroverts...

13. Preventing Conflict zReview past conflicts zAssess communication skills of those involved zRead body language of participants

14. Preventing Conflict zTry to reduce conflict yRealize that communication is colored by personal experience, beliefs, fear, prejudices yTry to be neutral y Plan the timing and place of the conversation yRealize that outside stress may add to confrontation y Eliminate/reduce external interruptions

15. Preventing Conflict zManage the language used yNeutral vs. loaded words yReduce technical language yAllow for cultural differences in language yWords may have different meanings for different people…ask them to elaborate

16. Aids to Communication zListen Actively zRelax zObserve body language zDevelop interest in others interests zAsk for clarification zPlan what you are going to say z Tailor words to person z Determine the best timing z Determine the best place z Why is the conversation necessary

17. Personalities who cause conflict zAggressor zPassive zAbsentee zError prone zNegative attitude zChatterbox zDo nothing

18. Personalities who cause conflict zUnreliable zTime waster zResentful person

19. WAC’em method W hat’s bothering you? A - What do you want to Ask the person to do? C heck in to see if what you’ve asked for can happen

20. Video watching www.youtube.com Conflict management - Personality development skills Part 5

21. Question???