The ability to identify potential causes of conflict and to know how to respond to them

1. Conflict Resolution
Indunil Piyadigama
Whipps Cross University Hospital

2. • The ability to identify potential causes of
conflict and to know how to respond to them
• It is very important for
creating a productive work environment
effective team dynamics

3. Different styles
Competitive
Collaborative
Compromising
Accommodating
Avoiding

4. How would you choose your
style
• Your position
• People involved
• Problem intensity
• Importance of the problem
• Possible solution

5. Competitive
• A power oriented model
• Works due to position or persuasive ability
• In case of emergency or when the decision is undesirable

6. Collaborative
• Try to meet the needs of all people involved
• Best used to bring together variety of viewpoints to get the
solution
• When the situation is too important for a trade off

7. Compromising
• Everyone giving up
• Two opponents of equal power are committed to mutually
exclusive goal

8. Accommodating
• Meeting the needs of others at the expense of own needs
• Best used when you are wrong
• You need harmony
• You want others to learn from their mistakes

9. Avoiding
• When conflict is not important
• You perceive change is not going to occur

10. Different styles
Competitive
Collaborative
Compromising
Accommodating
Avoiding
Cooperativeness
Assertiveness
satisfy other individual needs
satisfy own needs

11. Behaviour of the other party
involved
Different stages in behaviour
• Compliance – the person will offer no resistance and complies with your
request
• Verbal resistance and gestures – the person refuses to comply either verbally
or with their body language
• Passive resistance – the person will either sit or stand and will not move
• Active resistance – the person pulls away or pushes you, but makes no attempt
to strike
• Aggressive resistance – the person physically attacks you
• Serious or aggravated resistance – the person causes serious injury and may

12. Your adaptability

14. Emotional intelligence

16. Self - Intrapersonal
• Self awareness - Feelings, values, goals
• Self confidence - Overcoming self doubt, assertiveness
• Self control - Dealing with emotions, stress

17. Social - Inter personal
• Empathy - Active listening, understanding others point of
view, reading non-verbal cues
• Motivation - Taking initiative, inspiring others, creative,
persistent and commitment
• Social competence - Rapport building, influencing others,
integrity

18. Self management
• Mood
• Self motivation
• Dealing with stress
• Managing your time, energy, work
• Avoiding unwanted addictive behaviour

19. Managing others
• Maintaining relationships
• Motivating
• Leading
• Developing
• Confronting
• Collaborating

20. Presentation
Models for effective communication

21. SAFER
S – Stand back
A – Assess the situation
F – Find help if you need to or are unsure
E – Evaluate what is being asked of you, what you can and cannot do

22. CUDSA
C – Confront the conflict
U – Understand what is causing the conflict, and that you will help if the
person is willing to listen
D – Define the situation and the cause
S – Search for a solution

23. ASSIST
Acknowledge
Say Sorry
Story
Inquire
Solution
Travel Together

24. Thank you