Post on 14-Dec-2015
transcript
OutlineOutline
Causes and effects of conflictCauses and effects of conflict
Personality typesPersonality types
6 Steps to Conflict Resolution6 Steps to Conflict Resolution
What causes conflictWhat causes conflict
Poor communicationPoor communication
Leadership problemsLeadership problems
IrresponsibilityIrresponsibility
Characteristics of Characteristics of individualsindividuals
Insufficient resourcesInsufficient resources
Conflict spiralConflict spiral
Why is conflict neededWhy is conflict needed
Helps raise and address any problemsHelps raise and address any problems
Energizes work to be on the most Energizes work to be on the most appropriate issuesappropriate issues
Helps people-Be RealHelps people-Be Real
Helps people recognize and benefit from Helps people recognize and benefit from differencesdifferences
Why people are afraid Why people are afraid
Uncomfortable experienceUncomfortable experience
People feel threatened People feel threatened
Unresolved conflictsUnresolved conflicts
Hamper productivityHamper productivity
Lower moraleLower morale
Continue and escalate the conflictContinue and escalate the conflict
Cause inappropriate behaviourCause inappropriate behaviour
Unresolved conflictUnresolved conflict
Who are you?Who are you?
The CompetitorThe Competitor-- The person who pursues his own The person who pursues his own concerns at other person’s expenseconcerns at other person’s expense
The AccommodatorThe Accommodator -Person who neglects his own -Person who neglects his own concerns in order to satisfy the concerns of othersconcerns in order to satisfy the concerns of others
The Compromiser The Compromiser -- The person who gives up more than The person who gives up more than the competitor but less than the accommodatorthe competitor but less than the accommodator
The Avoider The Avoider -- The person who evades or prolongs a The person who evades or prolongs a situation but never addresses the conflictsituation but never addresses the conflict
The CollaboratorThe Collaborator-- The person who works and finds a The person who works and finds a solution that satisfies the concerns of all memberssolution that satisfies the concerns of all members
Six StepsSix Steps
Step 1 - Set the sceneStep 1 - Set the scene
Quiet, private settingsQuiet, private settings
TimingTiming
Prior to sitting down, agree the purpose of Prior to sitting down, agree the purpose of the meetingthe meeting
Step 2 – Define problem and Step 2 – Define problem and outcomesoutcomes
? Better working relationships ? Better working relationships
? Better solution to the problem? Better solution to the problem
Make sure the person understands that it Make sure the person understands that it is a mutual problemis a mutual problem
Step 3 – Good communicationStep 3 – Good communication
Opening statements -- try to start out on a Opening statements -- try to start out on a good note good note Allow each party to express their point of Allow each party to express their point of viewviewEmphasize that you are presenting your Emphasize that you are presenting your perception of the problemperception of the problemListen –with empathy and see the conflict Listen –with empathy and see the conflict from the other persons point of viewfrom the other persons point of viewClarify feelingsClarify feelings
Step 4- Brainstorm possible Step 4- Brainstorm possible solutionssolutions
Explore potential solutions and Explore potential solutions and alternativesalternatives
Be open to all ideas (discuss the +ve and Be open to all ideas (discuss the +ve and –ve possibilities)–ve possibilities)
Remain flexibleRemain flexible
Focus on work issues and leave Focus on work issues and leave personalities out of the discussionpersonalities out of the discussion
Step 5- Win-Win solution Step 5- Win-Win solution
Build a mutually satisfactory solutionBuild a mutually satisfactory solution
Attack the problem, not the person.Attack the problem, not the person.
ThinkThink "we," "we," rather than rather than "I versus you" "I versus you"
Come up with options in which both sides Come up with options in which both sides can wincan win
Agree on what each person will do to Agree on what each person will do to solve the conflictsolve the conflict
Step 6 – Do what you agreed to doStep 6 – Do what you agreed to do
Set clear goals Set clear goals
Know how you will measure successKnow how you will measure success
Review hallmarks of a good agreementReview hallmarks of a good agreement
Further reading …..Further reading …..
Journal of Journal of conflict conflict resolutionresolution
SummarySummary
RESOLUTION
RELATIONSHIPS
FEELINGS CONFLICT
Thanks for listening!Thanks for listening!
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