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  • 1. Resolving Conflict A Training Seminar to Master Effective Communication Presented by: Brian Cutting Brigham Young University
  • 2. Agenda
    • Understanding Conflict
    • Introducing Conflict Resolution Methods
    • Brainstorm
    • Nuts & Bolts
    • Case Study
    • Conflict Resolution Put to Work
    • Additional Resources
  • 3. Conflict Builds with Unsatisfied Needs
    • Conflict is the result of:
      • Incompatible needs and wants
      • Limited consumable resources (time and goods)
      • Differences in ideals or opinions
    • Childhood Examples:
      • There is one cookie remaining. Both children want it.
      • Johnny wants to play but mom says it is nap time.
      • Two children want to push the button on the elevator.
  • 4. Conflict Builds with Unsatisfied Needs
    • Conflict can arise between
      • Individuals
      • Departments (intra-company)
      • Institutions (between companies)
      • Nations
      • Ethnic Groups
      • Congregations
      • Neighbors
      • Rival Schools
      • Etc…
  • 5. Agenda
    • Understanding Conflict
    • Introducing Conflict Resolution Methods
    • Brainstorm
    • Nuts & Bolts
    • Case Study
    • Conflict Resolution Put to Work
    • Additional Resources
  • 6. Methods Offer Alternatives Independent Resolution Mediation Intervention Prevention
  • 7. Agenda
    • Understanding Conflict
    • Introducing Conflict Resolution Methods
    • Brainstorm
    • Nuts & Bolts
    • Case Study
    • Conflict Resolution Put to Work
    • Additional Resources
  • 8. Agenda
    • Understanding Conflict
    • Introducing Conflict Resolution Methods
    • Brainstorm
    • Nuts & Bolts
    • Case Study
    • Conflict Resolution Put to Work
    • Additional Resources
  • 9. Effective Negotiation Resolves Conflict Independent Resolution Mediation
  • 10. Effective Negotiation Resolves Conflict
    • Positional Negotiations result in win-loose settlements
    • Feuding parties stand firm to their position
    • Individuals become the center of the feud – “You”
    • Conflict continues until one side surrenders
    • Results
    • Loser may be demoralized, upset, angry, seek revenge
    • Winner may become more stubborn
    Ineffective Effective Positional Negotiations Principled Negotiations
  • 11. Effective Negotiation Resolves Conflict
    • Principled Negotiations result in win-win agreements
    • Focus on the problem, not individuals
    • Focus on the interests of parties involved, not positions
    • Focus on creative resolutions
    • Ensure that the outcome provides mutual gain
    • Results
    • Both sides win because both are enriched and improved
    • Working relationships are strengthened
    Ineffective Effective Positional Negotiations Principled Negotiations
  • 12. Intervention Diffuses the Conflict Intervention
  • 13. Intervention Diffuses the Conflict
    • Conflicts require intervention as a last measure when:
      • Individuals are stubborn
      • Emotions are running too high
      • The conflict produces negative side-effects
      • Bodily or material harm becomes a possibility
    • Intervention should not be used to solve, but to push off.
  • 14. Prevention Builds Relationships Prevention
  • 15. Effective Feedback Prevents Conflict
    • A variety of feedback mechanisms open communication
    Hint might be missed or not understood Avoids awkward confrontation Placing empty folders on a colleague’s unorganized desk Hint Provides a balanced perspective. Cushions the blow. Problem is very clear. Pros May sound insincere. Alternate positive with negative feedback. 50/50 Method Possible to only hear the positive, ignore the negative. “ Sandwich” negative feedback between positive feedback. Sandwich Approach Potentially hurt feelings, loss of face. Cut to the point. Tell it like it is. Direct Feedback Cons How it Works
  • 16. Effective Feedback Prevents Conflict
    • Positive reception maintains open communication
    • Withhold judgment
    • Invite perspective
    • Summarize your understanding of the concern
    • Explore situation & impact
    • Clarify Understanding. Provide facts and impacts
    • Define expectations
    • Confirm the problem has been uncovered
    • Build the relationship
    • Rehearse the feedback provided to Tom from Jim
  • 17. Effective Feedback Prevents Conflict
    • How could have Tom reacted differently?
    • Ignore the Problem and the Messenger
    • Defensively
    • Rationalization
    • By accepting feedback and withholding judgment, Tom:
    • Defused the conflict
    • Received additional valuable feedback
    • Strengthened the relationship
  • 18. Agenda
    • Understanding Conflict
    • Introducing Conflict Resolution Methods
    • Brainstorm
    • Nuts & Bolts
    • Case Study
    • Conflict Resolution Put to Work
    • Additional Resources
  • 19. Case Study No. 1
    • 1967 Israeli – Egyptian Conflict
    • After Israel captured Sinai, Egypt demanded immediate withdrawal.
    • Israel refused to withdrawal, fearing a national security crisis
    • Questions
    • What were the underlying issues?
    • How was this conflict resolved?
    • Which side won the resolution?
  • 20. Agenda
    • Understanding Conflict
    • Introducing Conflict Resolution Methods
    • Brainstorm
    • Nuts & Bolts
    • Case Study
    • Conflict Resolution Put to Work
    • Additional Resources
  • 21. Resolving Conflict – Exercise
    • Take a few minutes to think about a personal conflict you are experiencing now, or within the recent past.
    • Consider your resolution options. What would be the pros and cons?
    • How would the other party react to the proposed resolution?
    • Take a few minutes to jot down some notes.
  • 22. Agenda
    • Understanding Conflict
    • Introducing Conflict Resolution Methods
    • Brainstorm
    • Nuts & Bolts
    • Case Study
    • Conflict Resolution Put to Work
    • Additional Resources
  • 23. Additional Resources
  • 24. Training Course Storyboard What is Conflict? How can Conflict be Solved? Independent Resolution Mediation Intervention Prevention Principles of Negotiation Principle Vs. Positional Creative Win-Win Solution Management Changes Foster Open Communication Effective Feedback Methodology