The document discusses conflict resolution styles and emphasizes the importance of personal reflection on how individuals act in conflicts. It categorizes conflict styles into five types: the turtle (withdrawing), the shark (forcing), the teddy bear (smoothing), the fox (compromising), and the owl (confronting). It also highlights the role of a manager in recognizing conflicts and facilitating solutions without revealing personal scores.

1. Conflict Resolution

2. Scoring
• Score the “How do you act in conflicts?”
• For personal reflection only!
• Do not feel compelled to reveal you
scores.

3. Why are people different?
• Learned behaviour.
• Influenced by our
• Childhood up brining
• Culture
• Experiences
• Different people use different styles.

4. Role of a Manager
• Pro-active
• Recognise the signs of conflict
• Neutral / fair
• Set ground rules
- Both parties to be heard.
– Stick to issue at hand.
• Facilitate an agreed solution
• Support and evaluate

5. Conflict Styles
• The Turtle - Withdrawing
• The Shark – Forcing
• The Teddy bear – Smoothing
• The Fox – Compromising
• The Owl – Confronting

6. The Turtle. - Withdrawing
• Withdraws into their own shell.
• Stays away from issues.
• Stays away from people they are in
conflict with.

7. The Shark - Forcing
• Overpowers.
• Forces other to accept their solution.
• Seeks to achieve their goal at all cost.
• Not concerned with the needs of others.
• Sees conflict as win or lose.

8. The Teddy Bear - Smoothing
• Want to be accepted and liked by all.
• Avoid conflict.
• Favour harmony.
• Thinks conflict will destroy relationships.
• Like to smooth things over.

9. The Fox - Compromising
• Aims for all parties to gain.
• Compromises.
• Win – Win.

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