Resolving Conflict A Training Seminar to  Master Effective Communication Presented by: Brian Cutting Brigham Young Univers...
Agenda <ul><li>Understanding Conflict </li></ul><ul><li>Introducing Conflict Resolution Methods </li></ul><ul><li>Brainsto...
Conflict Builds with Unsatisfied Needs <ul><li>Conflict is the result of: </li></ul><ul><ul><li>Incompatible needs and wan...
Conflict Builds with Unsatisfied Needs <ul><li>Conflict can arise between </li></ul><ul><ul><li>Individuals </li></ul></ul...
Agenda <ul><li>Understanding Conflict </li></ul><ul><li>Introducing Conflict Resolution Methods </li></ul><ul><li>Brainsto...
Methods Offer Alternatives Independent Resolution Mediation Intervention Prevention
Agenda <ul><li>Understanding Conflict </li></ul><ul><li>Introducing Conflict Resolution Methods </li></ul><ul><li>Brainsto...
Agenda <ul><li>Understanding Conflict </li></ul><ul><li>Introducing Conflict Resolution Methods </li></ul><ul><li>Brainsto...
Effective Negotiation Resolves Conflict Independent Resolution Mediation
Effective Negotiation Resolves Conflict <ul><li>Positional Negotiations result in win-loose settlements </li></ul><ul><li>...
Effective Negotiation Resolves Conflict <ul><li>Principled Negotiations result in win-win agreements </li></ul><ul><li>Foc...
Intervention Diffuses the Conflict Intervention
Intervention Diffuses the Conflict <ul><li>Conflicts require intervention as a last measure when: </li></ul><ul><ul><li>In...
Prevention Builds Relationships Prevention
Effective Feedback Prevents Conflict <ul><li>A variety of feedback mechanisms open communication </li></ul>Hint might be m...
Effective Feedback Prevents Conflict <ul><li>Positive reception maintains open communication  </li></ul><ul><li>Withhold j...
Effective Feedback Prevents Conflict <ul><li>How could have Tom reacted differently? </li></ul><ul><li>Ignore the Problem ...
Agenda <ul><li>Understanding Conflict </li></ul><ul><li>Introducing Conflict Resolution Methods </li></ul><ul><li>Brainsto...
Case Study No. 1 <ul><li>1967 Israeli – Egyptian Conflict </li></ul><ul><li>After Israel captured Sinai, Egypt demanded im...
Agenda <ul><li>Understanding Conflict </li></ul><ul><li>Introducing Conflict Resolution Methods </li></ul><ul><li>Brainsto...
Resolving Conflict – Exercise <ul><li>Take a few minutes to think about a personal conflict you are experiencing now, or w...
Agenda <ul><li>Understanding Conflict </li></ul><ul><li>Introducing Conflict Resolution Methods </li></ul><ul><li>Brainsto...
Additional Resources
Training Course Storyboard What is Conflict? How can  Conflict be  Solved? Independent Resolution Mediation Intervention P...
Upcoming SlideShare
Loading in...5
×

In Resolving Conflict Cutting

451

Published on

In Resolving Conflict Cutting

0 Comments
1 Like
Statistics
Notes
  • Be the first to comment

No Downloads
Views
Total Views
451
On Slideshare
0
From Embeds
0
Number of Embeds
0
Actions
Shares
0
Downloads
0
Comments
0
Likes
1
Embeds 0
No embeds

No notes for slide
  • In Resolving Conflict Cutting

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

    ×