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Welcome to:Resolving ConflictsCopyright © Vital Learning Corporationhttp://goo.gl/5C0Wo
Copyright © Vital Learning Corporation 1Two Areas of Conflict• Personality Clashes– Differences in behavior styles, attitu...
Copyright © Vital Learning Corporation 2Resolving Conflicts Objectives• Distinguish between the two majorsources of team m...
Copyright © Vital Learning Corporation 3Resolving Conflicts Objectives• Establish a cooperative atmosphere toresolve confl...
Copyright © Vital Learning Corporation 4Review Essential Skills ofLeadership Skill Points• Maintain or Enhance Team Member...
Copyright © Vital Learning Corporation 5Objectives (cont.)Review Essential Skills ofCommunicating Skill Points• Create a C...
Copyright © Vital Learning Corporation 6What is Conflict?Conflict is a disruptive clash of• interests • objectives • perso...
Copyright © Vital Learning Corporation 7Avoiding ConflictDo Not Avoid Conflict!• Conflict sometimes produces positiveoutco...
Copyright © Vital Learning Corporation 8Skill Points• Ask Each Team Member to State Problem.• Ask Each Team Member to Stat...
Copyright © Vital Learning Corporation 9Key Points when Resolving Conflicts• Conflicts are unavoidable – can havepositive ...
Copyright © Vital Learning Corporation 10Key Points when ResolvingConflicts – Cont.• Team leaders must remain impartialand...
Copyright © Vital Learning Corporation 11Objectives (cont.)Skill Points• Ask Each Team Member to State Problem.• Ask Each ...
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Resolving Conflicts

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Transcript of "Resolving Conflicts"

  1. 1. Welcome to:Resolving ConflictsCopyright © Vital Learning Corporationhttp://goo.gl/5C0Wo
  2. 2. Copyright © Vital Learning Corporation 1Two Areas of Conflict• Personality Clashes– Differences in behavior styles, attitudes,beliefs, opinions• Structure of Work– Overlapping responsibility, use of sameequipment, conflicting priorities
  3. 3. Copyright © Vital Learning Corporation 2Resolving Conflicts Objectives• Distinguish between the two majorsources of team member conflicts:personality clashes and work structureproblems.• Be aware of the positive and negativeimpacts of conflicts.• Accept conflict as an inevitable part ofall work situations, one that must bedealt with, not ignored.
  4. 4. Copyright © Vital Learning Corporation 3Resolving Conflicts Objectives• Establish a cooperative atmosphere toresolve conflicts when they arise.• Help individuals involved in conflictsunderstand each other’s point of view.• Lead them to agree on the facts and asolution.
  5. 5. Copyright © Vital Learning Corporation 4Review Essential Skills ofLeadership Skill Points• Maintain or Enhance Team MemberSelf-Esteem.• Focus on Behavior.• Encourage Team MemberParticipation.
  6. 6. Copyright © Vital Learning Corporation 5Objectives (cont.)Review Essential Skills ofCommunicating Skill Points• Create a Climate of OpenCommunication.• Design Clear, Concise Messages.• Manage Nonverbal BehaviorsEffectively.• Listen to Communicate.http://goo.gl/5C0Wo
  7. 7. Copyright © Vital Learning Corporation 6What is Conflict?Conflict is a disruptive clash of• interests • objectives • personalitiesbetween individuals and groups, orgroups.
  8. 8. Copyright © Vital Learning Corporation 7Avoiding ConflictDo Not Avoid Conflict!• Conflict sometimes produces positiveoutcomes.• Conflict can produce beneficial changes.http://www.chartcourse.com/supervisory-training/http://goo.gl/5C0Wo
  9. 9. Copyright © Vital Learning Corporation 8Skill Points• Ask Each Team Member to State Problem.• Ask Each Team Member to State Other’sView of Problem.• Ask Each to Confirm Accuracy of Other’sRestatement.• Focus on Objective Facts, Areas of MutualNeed or Mutual Goals.• Ask Each to Suggest Solutions.• Bring Both to Agreement on Specific Stepsto Resolve Conflict and Set Up Time forReview.
  10. 10. Copyright © Vital Learning Corporation 9Key Points when Resolving Conflicts• Conflicts are unavoidable – can havepositive or negative effects.• Conflicts must be dealt with head-on.• Conflicts are best resolved when allparties cooperate in finding solution.http://goo.gl/5C0Wo
  11. 11. Copyright © Vital Learning Corporation 10Key Points when ResolvingConflicts – Cont.• Team leaders must remain impartialand give conflicting parties the chanceto express their positions.• The most successful resolution is onethat is not at the expense of eitherparty.• Solutions imposed from above maymask the conflict.
  12. 12. Copyright © Vital Learning Corporation 11Objectives (cont.)Skill Points• Ask Each Team Member to State Problem.• Ask Each Team Member to State Other’sView of Problem.• Ask Each to Confirm Accuracy of Other’sRestatement.• Focus on Objective Facts, Areas of MutualNeed or Mutual Goals.• Ask Each to Suggest Solutions.• Bring Both to Agreement on Specific Stepsto Resolve Conflict and Set Up Time forReview.
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