PPL 20 Unit #3

Discussing Conflict Resolution

Anger Management

OBJECTIVES

• Demonstrate understanding of the varied dynamics of conflict (eg. Context, escalators, perception)

• Describe different strategies to handle conflict• Describe the impact of non-verbal (eg. Body

language) and verbal responses• Benefits of developing anger management

strategies• Techniques for dealing with angry disputants

Video: Argument

C:\Documents and Settings\John Cowan\My Documents\Downloads\Free YouTube Downloader\Argument Clinic.wmv

Conflict

In your own words define the term conflict.

n a fight; a contest; strife, quarrel; emotional disturbance

A perceived incompatibility of actions, is an almost [unavoidable] part of social relations.

Types of Conflict

• Internal – conflict with oneself

• Inter personal – conflict with another person

• Intra group – conflict in a group

• Inter group – conflict with another group

For each type of conflict give one example for each.

Causes of Conflict

Elements of conflict are much the same involving individuals, groups or nations.

Social traps – self serving behaviour when both parties pursue self-interest and mistrust one another

Misperceptions – see one’s own group as moral and one’s opposition different which fully justify whatever one does to retaliate

Response to Conflict

Avoidance

denial, attempts to please others at his/her expense, postpone, chance, humour, reject, non-communication, change the subject

Response to Conflict

Confrontation

aggression, win at all costs, criticism, manipulation, bullying, distortion, pressure

Response to Conflict

Resolution

share, compromise, get help, apologize, discussion, humour, problem solve, I-messages, active listening

What is conflict resolution?

• Characterized by cooperation, communication and conciliation [healing]

Cooperation

• Parties that used isolation and competition strategies to make strangers into enemies

• Cooperative efforts to achieve goals that override differences break down barriers between people when presented with a shared predicament

• Positive attitudes towards one another

Communication

• People unable to communicate with one another become distrustful

• Communication to discuss the dilemna to negotiate a commitment to cooperate and facilitates understanding

Conciliation

• One side announces its intent to reduce tensions and initiates one or small appeasing act which opens the door for the enemy to reciprocate

• Increasing trust and cooperation• Examples – smile, a small apology maybe

all that is needed for both people to reduce the tension

Behaviour Which Helps Diffuse Conflict

• Eye contact

• Positive choice of words

• Effective listening

• I- messages

• Calm demeanor

Eye Contact

• Culturally sensitive

• Eye contact connects with the other person

Effective Listening

• Listen to the full message without interrupting

• Paraphrase

• Look for signs of understanding – nod of the head, smile

I - Message

• F – Feelings – take ownership of your feelings by using I – nobody can disagree that you’re disappointed, mad, happy

• B – Behaviour – the behaviour of the other person that has made you feel the way you are feeling

• O – Outcome – from the person’s behaviour it has impacted on you

Calm Demeanor

• Breathing technique – deep breathing to help relax the body

• Cool down period prior to communication

• Collect your thoughts

Anger Management Strategies

• Physical activity

• Sense of humour

• Deep breathing

• Planning – pro-active vs reactive

Class Discussion

• Students will identify and discuss the benefits of anger management.

Handling Angry Disputants

• Ignore• Laugh• Apologize• Count to ten• Deep breathing technique• Reframe the situation• Self talk• Body language• Self worth is intact

Mediator

• A neutral third party who helps the participants works things out

Adjudicator

• A neutral party listens to both sides then makes a judgment on the information presented