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Conflict Resolution

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Developed to help employees understand how to work thorough conflict by finding their conflict resolution style and then utilizing that to guide them.

Developed to help employees understand how to work thorough conflict by finding their conflict resolution style and then utilizing that to guide them.

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Conflict  Resolution Conflict Resolution Presentation Transcript

  • Conflict Resolution Resolving conflict rationally and effectively Underground Vaults & Storage, Inc. 4/2009
    • “ Don’t be afraid of opposition.
    • Remember, a kite rises against,
    • Not with, the wind.”
    • ~Hamilton Mabie
  • Course Content
    • Conflict styles
    • Why conflict is important
    • Conflict resolution process
    • How to avoid future conflict
  • How do I handle conflict?
    • Conflict Style Inventory
    • Thomas-Kilmann Conflict Mode Instrument
      • Forcing/Competitive
      • Collaborative
      • Compromising
      • Accommodating
      • Avoiding
  •  
  • Why Conflict is Important
    • Keeps the organization vibrant
      • Status quo is insufficient
      • Can react to change
      • Keeps group thinking for itself
    • Produces better solutions
      • Win-win solution
      • Guide team instead of micromanage
    • Increases the organizations ROI
  • Conflict Resolution Process
    • Guiding principles
    • Must be constructive and with a plan to avoid getting pulled into an argument
    • Combined effort of people from differing experiences produces better results
    • Must be open to others differences and opinions
  • Set the Scene
    • Environment
    • Audience/participants
    • Acknowledge the conflict
    • If needed, take a moment to restore emotional levels, then regroup
  • Gather Information
    • Active listening to others’ view
      • Restate
      • Paraphrase
      • Summarize
    • Identify issues clearly and concisely
    • Use “I” statements
    • Remain Flexible
    • Clarify feelings
  • Agree
    • Find a common perception of the problem
    • Understand the others point of view
      • Why they feel the way they do
      • Needs, goals, interests can affect perception
  • Brainstorm solutions
    • As a group
    • Generate fair input
    • Be open to all ideas
    • Consider things you hadn’t thought of before
    • Wait to discuss ideas until brainstorming is done to encourage participation
  • Negotiate a Solution
    • Mutual solution may already be clear
    • If solution has not surfaced, seek resolution with a win-win negotiation situation = what can we do so all parties walk away happy?