This document discusses conflict management and resolution. It defines conflict as a disagreement, struggle or fight between incompatible views. While a lack of conflict can indicate over conformity, conflict also has both positive and negative consequences. The main sources of conflict are listed as aggressive behavior, competition for resources, frustration, clashes between values and interests, cultural influences, and misinformation. The document outlines strategies for managing conflict successfully, including active listening, empathy, and aiming for a win-win resolution where all parties achieve their desired outcome through collaboration and problem solving.

1. Conflict Management

2. Working together isn’t always easy

3. What is conflict? How would you describe it?

4. What is conflict? Dictionary definition: disagreement, struggle, fight, incompatible

5. Consequences of conflict

6. Lack of conflict is a sign of over conformity.

7. It is unhealthy when there is no conflict

8. You need diversity of opinion

9. Components of conflict

10. Good Consequences of Conflict

11. increased creativity

12. It forces people to clarify their views

13. It can produce constructive social change

14. It gives people the opportunity to test their capacities

15. development of group and organization cohesion

16. Bad Consequences of Conflict

17. Violence

18. breakdown of relationships

19. polarization of views into static positions

20. A breakdown of collaborative ventures

21. destruction of communication

22. The cost of conflict Relationship costs

23. The cost of conflict Costs to the individual

24. The cost of conflict Costs to the company

25. Main sources of conflict The aggressive or competitive behaviour of human beings

26. Main sources of conflict Competition for limited resources

27. Main sources of conflict Frustration

28. Main sources of conflict The Introduction of

29. Main sources of conflict Clashes between values and interest

30. Main sources of conflict Cultural influences

31. Main sources of conflict Misinformation, assumptions and expectations

32. Main sources of conflict Role and status issues

33. Main sources of conflict Mind games

34. Main sources of conflict Triggers.

35. The Emotional v The Rational Brain

36. Emotional brain

37. Emotional Vs Rational The 'Emotional' brain Quickly processes incoming information Filters for potential threat Triggers fight or flight

38. Fight or Flight? Body produces adrenaline Natural animal instinct Bodies response to perceived threat Blood redirected to major muscle groups Hearing level drops off Eyesight improves

39. Emotional Vs Rational The 'Rational' brain Allows objectivity Makes sense of any risk

40. Red rag phrases - barriers “ I think the best way would be to….” “ Yes, but…” “ Yes, but I still think…” “ What you don’t seem to realise is…” “ Whatever you say, but what I am going to do is.” “ Why don’t you listen to sense” “ You are the one being difficult”.

41. Inhibitors Social or legal consequences Self control Personal values Fear that the other person will fight back

42. How communication works Sender Receiver Encodes Decodes Message

43. Attitude & Behaviour Cycle Your Attitude affects Your Behaviour affects My Attitude affects My Behaviour affects

44. How can conflict be managed successfully?

45. Strategies to Resolve Conflicts Assume you do not have all the answers. Ask questions to understand the other person(s). Be prepared to compromise or make a deal.

46. Active listening Really listen to what they are saying Focus your attention on them Use non-verbal cues (e.g. nodding the head) Paraphrase what they have said, to show that you have understood.

47. These are all the same -

48. A piece of cheese! A B

49. Empathy It works because it acknowledges people’s feelings Try to put yourself in their shoes Acknowledge their feelings Step alongside them, try to see things from their point of view

50. Outcomes of conflict Lose – lose Win – lose Win - win

51. Resolving the Conflict L ooking for a win-win

52. How can conflict be managed successfully? Win-win conflict. Both parties achieve their desires. Collaboration or problem solving are forms of win-win conflict.

53. Reaching win-win

57. To Achieve Win/Win Results Gain participation from everyone involved in the conflict. State the reason to work on a solution. Use empathy. Have each party see the problem/situation from the other point of view. State what you want. Repeat what you hear.

58. Components of Conflict When you have to deal with conflict tackle the emotional issues first then address values and interests