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Conflict Resolution Skills

a presentation on what conflict is, how conflicts arise and how conflicts can be managed and resolved.

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Conflict Resolution Skills

  1. 1. Conflict Resolution Skills mnRAJU
  2. 2. Activity 1  Form pairs  1s make a fist  2s persuade 1s to open  Discuss successes/failures  Debrief mnRAJU
  3. 3. Is there a Conflict? mnRAJU
  4. 4. Session Objectives  Identify and understand conflict  Identify factors leading to conflicts  Learn conflict management styles  Practise resolution strategies mnRAJU
  5. 5. What is a Conflict? Hostility between individuals or groups due to incompatible expected outcomes, opinions, ideas, beliefs, values, needs or interests. mnRAJU
  6. 6. What Causes Conflicts? If you agree with the first statement/word, move left and turn left. If you agree with the second, move right and turn right. Reset in the middle after each round. Debrief mnRAJU
  7. 7. Working Together is NOT Easy  No two people are alike  Competition for limited resources  Misconceptions, miscommunication  Trust deficit  Diverse beliefs/views/approaches  Personality clashes  Jurisdictional ambiguities mnRAJU
  8. 8. Is Conflict Good or Bad? “Little is attained without constructive management of conflict.” - Relations breakdown - Productivity decreases - Decision making slows + + Increased creativity + New solutions + Opportunities to test mnRAJU capabilities
  9. 9. Stages of Conflict Applying Appropriate Solution Diagnosing & Defining Conflicts 1 Sensing Conflicts 6 Conflict 2 Management 3 5 Evaluating Outcome Anticipating Conflicts 4 Identifying Alternative Solutions mnRAJU
  10. 10. Levels of Conflict mnRAJU
  11. 11. Types of Conflict mnRAJU
  12. 12. What is Management? Skilful use of available resources mnRAJU
  13. 13. What is Conflict Management? “actions, responses, processes and systems that help prevent, identify, handle and manage conflicts in a sensible, fair, peaceful and efficient manner.” mnRAJU
  14. 14. Conflict Resolution mnRAJU
  15. 15. Managing Conflict Styles mnRAJU
  16. 16. Assertive Managing Conflict Styles Compete Collaborate Compromise Avoid Accommodate Cooperative mnRAJU
  17. 17. Conflict Styles - Avoiding Assertive Advantage: -Avoid risks -Allow cooling Avoid Cooperative Disadvantage: - Ignore your own opinion mnRAJU
  18. 18. Assertive Conflict Styles - Competing Compete I win, you lose. Advantage: -In emergencies -Clear winner Disadvantage: -Disrupt relationship -May recur Cooperative mnRAJU
  19. 19. Conflict Styles - Accommodating I lose and give in Assertive Advantage: -Person more important -Build goodwill Disadvantage: - Giving in / let go Accommodate Cooperative mnRAJU
  20. 20. Assertive Conflict Styles - Compromising Both get something Advantage: -Build friendship Compromise Disadvantage: -Both give up something -Time consuming Cooperative mnRAJU
  21. 21. Assertive Conflict Styles - Collaborating Collaborate I win, you win Advantage: -Building team -Avoid later problems Disadvantage: -Time consuming -Hard to achieve Cooperative mnRAJU
  22. 22. Steps to Resolve mnRAJU
  23. 23. Do’s  Appreciate differences  Act fast and resolve quick  Focus on problem, not people  Be open to alternatives  Negotiate  Listen & Empathize mnRAJU
  24. 24. Act Right  Opponents  Partners  Attack & defend  Cooperate  You or me  You and me  Knee-jerk reaction  Needs analysis  Conflicting needs  Complementary needs  I want to win  I want you to win too mnRAJU
  25. 25. Win-Win Approach Whenever you’re in conflict with someone, there is one factor that can make the difference between damaging the relationship and deepening it. That factor is ATTITUDE. - William James mnRAJU
  26. 26. This slideshow is available at Send your comments to mnRAJU