April 02 managing conflicts

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April 02 managing conflicts

  1. 1. Managing Conflicts<br />
  2. 2. Types of Conflicts<br />Power Struggles<br />two sides want control of a situation<br />important beliefs and values from both sides will not agree<br />Personality Differences<br />people have a certain way of acting (personality)<br />if how you act normally does not agree with how another person does, there can be conflict<br />compromise will help lessen the conflict<br />
  3. 3. Types of Conflicts…<br />Situational Conflicts<br />Something happens that causes one or more people to become upset.<br />Can happen anytime, anywhere there are people interacting.<br />The situation escalates (gets worse) when people choose not to communicate, or when people communicate in bad ways<br />
  4. 4. Resolving Conflicts<br />Acquiescence<br />when you choose to change your behaviour to stop a conflict from continuing<br />if the behaviour is not important<br />OR it could easily be changed<br />why not change it?<br />“I have a difficult time reading when you click your pen like that. Could you stop please?”<br />“Oh! I am sorry. I didn’t realize I was doing that. Of course I will stop.”<br />
  5. 5. Resolving Conflicts…<br />Compromise<br />Each person sacrifices (gives up) something to reach an agreement.<br />Often happens when a solution is close, and both sides would like to stop the conflict<br />True compromise happens when the sacrifice is small when compared to the goal<br />“Listen, we both want to see a movie, you want to see a scary movie, I want a funny one. Let’s make a deal, we will see the movie you want, but next week we see my movie, and you are paying for BOTH tickets, okay?”<br />“I can handle that. Agreed.”<br />
  6. 6. Resolving Conflicts…<br />Negotiation<br />A discussion where both sides of the conflict communicate messages to the other side<br />Listening is equally as important as speaking<br />The goal is for both sides to understand each other’s point of view, and reach a point where a workable solution or compromise can be found<br />True negotiation can only happen when both sides want to solve the conflict<br />
  7. 7. Resolving Conflicts…<br />Mediation<br />When an agreement cannot be made, negotiation and compromise fail<br />An person outside of the conflict is asked to help<br />unbiased<br />neutral<br />careful listener<br />Mediators hear both sides in a calm discussion<br />Suggest solutions that the conflicting people may be too upset to find by themselves (without help)<br />
  8. 8. The Negotiation Process7 Steps<br />Step 1: Define the problem<br />listen to, show respect for both sides<br />ensure everyone understands<br />
  9. 9. The Negotiation Process…<br />Step 2 : Identify who is affected by the problem.<br />The person(s) negatively affected are the “owners”<br />often, ownership is shared<br />
  10. 10. The Negotiation Process<br />Step 3: Identify possible solutions<br />be creative, respectful<br />think of as many as possible<br />no bad suggestions<br />
  11. 11. The Negotiation Process<br />Step 4: Evaluate every possible solution<br />both sides give opinions<br />okay? not okay?<br />make small changes to the solution if needed<br />
  12. 12. The Negotiation Process<br />Step 5: Select the best solution<br />Often the most difficult step<br />There may not be a “best” solution<br />
  13. 13. The Negotiation Process<br />Step 6: Check the solution<br />Is anybody not happy with the solution?<br />If YES, then choose a new solution (go back to step 5)<br />If the best solution is not good enough, help might be neccessary<br />
  14. 14. The Negotiation Process<br />Step 7: Deal with failure<br />Is finding a solution possible?<br />If NO, then agree to disagree<br />For bigger conflicts, this can seriously change, or sometimes end the relationship<br />
  15. 15. The Negotiation Process<br />Define the problem<br />Identify who is affected by the problem.<br />The person(s) negatively affected are the “owners”<br />Identify possible solutions<br />Evaluate every possible solutions<br />Select the best solution<br />Check to see if the solution is working<br />Deal with failure<br />
  16. 16. The Negotiation Process<br />Define the problem<br />Identify who is affected by the problem.<br />The person(s) negatively affected are the “owners”<br />Identify possible solutions<br />Evaluate every possible solutions<br />Select the best solution<br />Check to see if the solution is working<br />Deal with failure<br />
  17. 17. The Negotiation Process<br />Define the problem<br />Identify who is affected by the problem.<br />The person(s) negatively affected are the “owners”<br />Identify possible solutions<br />Evaluate every possible solutions<br />Select the best solution<br />Check to see if the solution is working<br />Deal with failure<br />
  18. 18. The Negotiation Process – 7 steps<br />Define the problem<br />Identify who is affected by the problem.<br />Identify possible solutions<br />Evaluate every possible solutions<br />Select the best solution<br />Check to see if the solution is working<br />Deal with failure<br />

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