Conflict resolution basics

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Fundamental principles upon which you can build further conflict resolution training.

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Conflict resolution basics

  1. 1. Conflict Resolution Basics
  2. 2. conflict
  3. 3. Image: http://www.flickr.com/photos/automania/
  4. 4. • Not every conflict involving people who are different is caused by cultural differences. • We cannot know all things about all cultures. • There are no universal intercultural problem-solving methods. • In every culture people communicate because they want to be listened to and they want to be understood. • In every culture people respond to respect and disrespect. Cultural Differences
  5. 5. Thomas-Kilmann Conflict Modes Source: Ed Batista www.edbatista.com/2007/01/conflict_modes_.html ASSERTIVENESS Focus on my needs, desired outcomes and agenda COOPERATIVENESS Focus on others’ needs and mutual relationships Avoiding • Withdraw from the situation • Maintain neutrality Accommodating • Accede to the other party • Maintain harmony Competing • Zero-sum orientation • Win/lose power struggle Collaborating • Expand range of possible options • Achieve win/win outcomes Compromising • Minimally acceptable to all • Relationships undamaged
  6. 6. Effective Strategies for Managing Conflict Active Listening Apologizing Compromising Humor Negotiating Postponing Sharing Soliciting Intervention Taking Turns
  7. 7. Poor Strategies for Managing Conflict Violence Running away Whining
  8. 8. LISTEN. BE FLEXIBLE. BE WILLING TO CHANGE. Remember . . .
  9. 9. More Resources Conflict Resolution Network, http://www.crnhq.org/ Skills Converged, http://www.skillsconverged.com/FreeTrainingMaterials/tabi d/258/articleType/CategoryView/categoryId/97/Conflict- Management.aspx Community Toolbox, http://ctb.ku.edu/en/tablecontents/sub_section_main_1164. aspx Campus-adr.org, http://www.campus- adr.org/Training_Center/content/trainingtools/
  10. 10. www.mncampuscompact.org/clio

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