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Conflict And Conflict Resolution
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Conflict And Conflict Resolution


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  • Transcript

    • 1. Conflict and Conflict Resolution Presented by Mr. Nelson Allan (Teaching & Learning Centre)
    • 2. What is conflict?
      • “ A struggle to resist or overcome; contest of opposing forces or powers; strife; battle. A state or condition of opposition; antagonism; discord. A painful tension set up by a clash between opposed and contradictory impulses."
    • 3. Effects of conflict
      • Avoidance
      • Inability to work together
      • Verbal assault
      • Resentment
      • This causes us a great degree of discomfort, anger, frustration, sadness and pain.
    • 4. Causes of conflict
      • There is a perceived breach of faith and trust between individual
      • There is unresolved disagreement that has escalated to an emotional level
      • There is miscommunication leading to unclear expectations
    • 5. Causes of conflict
      • There are personality clashes
      • There are differences in acquired values
      • There is underlying stress and tension
      • There are ego problems
      • There are combinations of the above
    • 6. Is conflict good?
      • A certain degree of conflict is a healthy sign
      • Too much conflict; communication problems
      • No conflict; disinterest amongst the members of the group and lack of input
      • Arises from unclear aims and objectives
      • Don’t make disagreements personal
      • Conflict can help improve the level of quality
    • 7. Criticism
      • Should be actively encouraged
      • Constructive criticism encourages growth
      • A way of coaching ourselves and others
      • Criticize well
      • Good criticism helps others to evaluate their own work effectively
      • Keep neutral
    • 8. Scale of criticism Ridicule / over criticizing Good criticism Complete consensus : No criticism
    • 9. Responsibilities
      • It is your responsibility as a group and as individuals to do the following:
      • Achieve success in completing allocated tasks.
      • Achieve success in fulfilling allocated roles.
      • Help other individuals achieve success.
      • Ensure that all members contribute as equally as possible.
      • Make progress in every group session.
      • Help to achieve the aims set out by the group in the initial stages.
    • 10. Conflict Resolution The 7 Steps to Conflict Resolution
    • 11. Gathers information, defuses tension "Help me understand your concern." 3. Hear their stories  Stops the fight, contains the damage Take a "Time Out" 2. Restore order  Clears thinking, models control Take a deep breath, say "relax" 1. Calm yourself Why? What to say or do? To Resolve a Conflict
    • 12. Moves to resolution, brings closure "Would this work for you?" 6. Agree on a solution Moves from accusations to solutions "How could we resolve this?" 5. Generate solutions  Honors the need to be heard Eye contact, don't interrupt 4. Listen carefully Why? What to say or do? To Resolve a Conflict
    • 13. Assures clear communication "Are you sure this will work for you?" 7. Test for satisfaction  Why? What to say or do? To Resolve a Conflict
    • 14. Key points to remember
      • Be a model of calm and control
      • Don't give in to emotional outbursts
      • Don't assume people are being difficult intentionally
      • Find a quiet place in to resolve conflicts....privately
    • 15. Key points to remember
      • Set some ground rules for the discussion:
      • No raising of voices
      • This is not a debate
      • Speak only for yourself..."I" phrases
      • Confront the issues, not the people
      • Maintain or enhance self-esteem