SlideShare a Scribd company logo
Conflict Resolution Basics
conflict
Image: http://www.flickr.com/photos/automania/
โ€ข Not every conflict involving people who are different is caused
by cultural differences.
โ€ข We cannot know all things about all cultures.
โ€ข There are no universal intercultural problem-solving methods.
โ€ข In every culture people communicate because they want to be
listened to and they want to be understood.
โ€ข In every culture people respond to respect and disrespect.
Cultural Differences
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 othersโ€™ needs and mutual relationships
Avoiding
โ€ข Withdraw from the situation
โ€ข Maintain neutrality
Accommodating
โ€ข Accede to the other party
โ€ข Maintain harmony
Competing
โ€ข Zero-sum orientation
โ€ข Win/lose power struggle
Collaborating
โ€ข Expand range of possible options
โ€ข Achieve win/win outcomes
Compromising
โ€ข Minimally acceptable to all
โ€ข Relationships undamaged
Effective Strategies
for Managing Conflict
Active Listening
Apologizing
Compromising
Humor
Negotiating
Postponing
Sharing
Soliciting Intervention
Taking Turns
Poor Strategies for
Managing Conflict
Violence
Running away
Whining
LISTEN.
BE FLEXIBLE.
BE WILLING TO CHANGE.
Remember . . .
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/
www.mncampuscompact.org/clio

More Related Content

Similar to Conflict resolution basics

Week 10_Culture, Communication and Conflict Presentation
Week 10_Culture, Communication and Conflict PresentationWeek 10_Culture, Communication and Conflict Presentation
Week 10_Culture, Communication and Conflict Presentationpphucthuantran
ย 
Conflict Handling modes.pptx
Conflict Handling modes.pptxConflict Handling modes.pptx
Conflict Handling modes.pptx
sadiajabeen12
ย 
Speech151novconflict112412
Speech151novconflict112412Speech151novconflict112412
Speech151novconflict112412
RThornock
ย 
Conflictmanagement
ConflictmanagementConflictmanagement
ConflictmanagementSantosh Channa
ย 
Organizational Conflict
Organizational Conflict Organizational Conflict
Organizational Conflict
Hayat Farag
ย 
Face Negotiation Theory
Face Negotiation TheoryFace Negotiation Theory
Face Negotiation Theory
ByMar Diversity and Communication Training
ย 
CONFLICT.pptx
CONFLICT.pptxCONFLICT.pptx
CONFLICT.pptx
GuidanceOffice13
ย 
Tolerance
Tolerance Tolerance
Tolerance
Fatemah Chaudhary
ย 
Green, lyneisha youteach ppt
Green, lyneisha youteach pptGreen, lyneisha youteach ppt
Green, lyneisha youteach pptLyneisha Green
ย 
Preparing a School Community for Diversity
Preparing a School Community for DiversityPreparing a School Community for Diversity
Preparing a School Community for Diversity
Keith Hinderlie
ย 
Understanding Conflict Management Styles by East Carolina University
Understanding Conflict Management Styles by East Carolina UniversityUnderstanding Conflict Management Styles by East Carolina University
Understanding Conflict Management Styles by East Carolina University
Atlantic Training, LLC.
ย 
Conflict
ConflictConflict
Conflict
ardhra15
ย 
Conflict resolution
Conflict resolution Conflict resolution
Conflict resolution dyutirajagiri
ย 
peace education.pptx
peace education.pptxpeace education.pptx
peace education.pptx
NolivieBDizo
ย 
socialprocesses-190802090906.pdf
socialprocesses-190802090906.pdfsocialprocesses-190802090906.pdf
socialprocesses-190802090906.pdf
EidTahir
ย 
Social processes
Social processesSocial processes
what is conflict and how to resolve
what is conflict and how to  resolvewhat is conflict and how to  resolve
what is conflict and how to resolve
ashanrajpar
ย 

Similar to Conflict resolution basics (20)

Week 10_Culture, Communication and Conflict Presentation
Week 10_Culture, Communication and Conflict PresentationWeek 10_Culture, Communication and Conflict Presentation
Week 10_Culture, Communication and Conflict Presentation
ย 
Conflict Handling modes.pptx
Conflict Handling modes.pptxConflict Handling modes.pptx
Conflict Handling modes.pptx
ย 
Speech151novconflict112412
Speech151novconflict112412Speech151novconflict112412
Speech151novconflict112412
ย 
2
22
2
ย 
Conflictmanagement
ConflictmanagementConflictmanagement
Conflictmanagement
ย 
2
22
2
ย 
Organizational Conflict
Organizational Conflict Organizational Conflict
Organizational Conflict
ย 
Face Negotiation Theory
Face Negotiation TheoryFace Negotiation Theory
Face Negotiation Theory
ย 
CONFLICT.pptx
CONFLICT.pptxCONFLICT.pptx
CONFLICT.pptx
ย 
Tolerance
Tolerance Tolerance
Tolerance
ย 
Conflict management
Conflict management Conflict management
Conflict management
ย 
Green, lyneisha youteach ppt
Green, lyneisha youteach pptGreen, lyneisha youteach ppt
Green, lyneisha youteach ppt
ย 
Preparing a School Community for Diversity
Preparing a School Community for DiversityPreparing a School Community for Diversity
Preparing a School Community for Diversity
ย 
Understanding Conflict Management Styles by East Carolina University
Understanding Conflict Management Styles by East Carolina UniversityUnderstanding Conflict Management Styles by East Carolina University
Understanding Conflict Management Styles by East Carolina University
ย 
Conflict
ConflictConflict
Conflict
ย 
Conflict resolution
Conflict resolution Conflict resolution
Conflict resolution
ย 
peace education.pptx
peace education.pptxpeace education.pptx
peace education.pptx
ย 
socialprocesses-190802090906.pdf
socialprocesses-190802090906.pdfsocialprocesses-190802090906.pdf
socialprocesses-190802090906.pdf
ย 
Social processes
Social processesSocial processes
Social processes
ย 
what is conflict and how to resolve
what is conflict and how to  resolvewhat is conflict and how to  resolve
what is conflict and how to resolve
ย 

More from Minnesota Campus Comapct

Discussing Civic Commitments
Discussing Civic CommitmentsDiscussing Civic Commitments
Discussing Civic Commitments
Minnesota Campus Comapct
ย 
Logic models and basic evaluation
Logic models and basic evaluationLogic models and basic evaluation
Logic models and basic evaluation
Minnesota Campus Comapct
ย 
Cbpr principles
Cbpr principlesCbpr principles
Cbpr principles
Minnesota Campus Comapct
ย 
Intro to leadership
Intro to leadershipIntro to leadership
Intro to leadership
Minnesota Campus Comapct
ย 
Chc 2012 13 impact
Chc 2012 13 impactChc 2012 13 impact
Chc 2012 13 impact
Minnesota Campus Comapct
ย 
Introducing clio
Introducing clioIntroducing clio
Introducing clio
Minnesota Campus Comapct
ย 
Sl online practical considerations
Sl online practical considerationsSl online practical considerations
Sl online practical considerations
Minnesota Campus Comapct
ย 
Technology for engagement
Technology for engagementTechnology for engagement
Technology for engagement
Minnesota Campus Comapct
ย 
2012 student leadership summit
2012 student leadership summit2012 student leadership summit
2012 student leadership summit
Minnesota Campus Comapct
ย 
Community partners in the central corridor
Community partners in the central corridorCommunity partners in the central corridor
Community partners in the central corridor
Minnesota Campus Comapct
ย 
Central corridor anchor env scan
Central corridor anchor env scanCentral corridor anchor env scan
Central corridor anchor env scan
Minnesota Campus Comapct
ย 
College health corps results
College health corps resultsCollege health corps results
College health corps results
Minnesota Campus Comapct
ย 
Designing courses for significant learning
Designing courses for significant learningDesigning courses for significant learning
Designing courses for significant learning
Minnesota Campus Comapct
ย 
Fall 2011 tech tools
Fall 2011 tech toolsFall 2011 tech tools
Fall 2011 tech tools
Minnesota Campus Comapct
ย 
Bringing sociologists back in
Bringing sociologists back inBringing sociologists back in
Bringing sociologists back in
Minnesota Campus Comapct
ย 
Social problems a service learning approach
Social problems a service learning approachSocial problems a service learning approach
Social problems a service learning approach
Minnesota Campus Comapct
ย 
Mn campus compact annual report 2010 11
Mn campus compact annual report 2010 11Mn campus compact annual report 2010 11
Mn campus compact annual report 2010 11
Minnesota Campus Comapct
ย 
Chc partnership development 2011
Chc partnership development 2011Chc partnership development 2011
Chc partnership development 2011
Minnesota Campus Comapct
ย 
Chc abcd training 2011
Chc abcd training 2011Chc abcd training 2011
Chc abcd training 2011
Minnesota Campus Comapct
ย 
2011 summit photos
2011 summit photos2011 summit photos
2011 summit photos
Minnesota Campus Comapct
ย 

More from Minnesota Campus Comapct (20)

Discussing Civic Commitments
Discussing Civic CommitmentsDiscussing Civic Commitments
Discussing Civic Commitments
ย 
Logic models and basic evaluation
Logic models and basic evaluationLogic models and basic evaluation
Logic models and basic evaluation
ย 
Cbpr principles
Cbpr principlesCbpr principles
Cbpr principles
ย 
Intro to leadership
Intro to leadershipIntro to leadership
Intro to leadership
ย 
Chc 2012 13 impact
Chc 2012 13 impactChc 2012 13 impact
Chc 2012 13 impact
ย 
Introducing clio
Introducing clioIntroducing clio
Introducing clio
ย 
Sl online practical considerations
Sl online practical considerationsSl online practical considerations
Sl online practical considerations
ย 
Technology for engagement
Technology for engagementTechnology for engagement
Technology for engagement
ย 
2012 student leadership summit
2012 student leadership summit2012 student leadership summit
2012 student leadership summit
ย 
Community partners in the central corridor
Community partners in the central corridorCommunity partners in the central corridor
Community partners in the central corridor
ย 
Central corridor anchor env scan
Central corridor anchor env scanCentral corridor anchor env scan
Central corridor anchor env scan
ย 
College health corps results
College health corps resultsCollege health corps results
College health corps results
ย 
Designing courses for significant learning
Designing courses for significant learningDesigning courses for significant learning
Designing courses for significant learning
ย 
Fall 2011 tech tools
Fall 2011 tech toolsFall 2011 tech tools
Fall 2011 tech tools
ย 
Bringing sociologists back in
Bringing sociologists back inBringing sociologists back in
Bringing sociologists back in
ย 
Social problems a service learning approach
Social problems a service learning approachSocial problems a service learning approach
Social problems a service learning approach
ย 
Mn campus compact annual report 2010 11
Mn campus compact annual report 2010 11Mn campus compact annual report 2010 11
Mn campus compact annual report 2010 11
ย 
Chc partnership development 2011
Chc partnership development 2011Chc partnership development 2011
Chc partnership development 2011
ย 
Chc abcd training 2011
Chc abcd training 2011Chc abcd training 2011
Chc abcd training 2011
ย 
2011 summit photos
2011 summit photos2011 summit photos
2011 summit photos
ย 

Recently uploaded

Enterprise Excellence is Inclusive Excellence.pdf
Enterprise Excellence is Inclusive Excellence.pdfEnterprise Excellence is Inclusive Excellence.pdf
Enterprise Excellence is Inclusive Excellence.pdf
KaiNexus
ย 
Memorandum Of Association Constitution of Company.ppt
Memorandum Of Association Constitution of Company.pptMemorandum Of Association Constitution of Company.ppt
Memorandum Of Association Constitution of Company.ppt
seri bangash
ย 
Meas_Dylan_DMBS_PB1_2024-05XX_Revised.pdf
Meas_Dylan_DMBS_PB1_2024-05XX_Revised.pdfMeas_Dylan_DMBS_PB1_2024-05XX_Revised.pdf
Meas_Dylan_DMBS_PB1_2024-05XX_Revised.pdf
dylandmeas
ย 
The effects of customers service quality and online reviews on customer loyal...
The effects of customers service quality and online reviews on customer loyal...The effects of customers service quality and online reviews on customer loyal...
The effects of customers service quality and online reviews on customer loyal...
balatucanapplelovely
ย 
Brand Analysis for an artist named Struan
Brand Analysis for an artist named StruanBrand Analysis for an artist named Struan
Brand Analysis for an artist named Struan
sarahvanessa51503
ย 
Sustainability: Balancing the Environment, Equity & Economy
Sustainability: Balancing the Environment, Equity & EconomySustainability: Balancing the Environment, Equity & Economy
Sustainability: Balancing the Environment, Equity & Economy
Operational Excellence Consulting
ย 
Affordable Stationery Printing Services in Jaipur | Navpack n Print
Affordable Stationery Printing Services in Jaipur | Navpack n PrintAffordable Stationery Printing Services in Jaipur | Navpack n Print
Affordable Stationery Printing Services in Jaipur | Navpack n Print
Navpack & Print
ย 
CADAVER AS OUR FIRST TEACHER anatomt in your.pptx
CADAVER AS OUR FIRST TEACHER anatomt in your.pptxCADAVER AS OUR FIRST TEACHER anatomt in your.pptx
CADAVER AS OUR FIRST TEACHER anatomt in your.pptx
fakeloginn69
ย 
20240425_ TJ Communications Credentials_compressed.pdf
20240425_ TJ Communications Credentials_compressed.pdf20240425_ TJ Communications Credentials_compressed.pdf
20240425_ TJ Communications Credentials_compressed.pdf
tjcomstrang
ย 
RMD24 | Retail media: hoe zet je dit in als je geen AH of Unilever bent? Heid...
RMD24 | Retail media: hoe zet je dit in als je geen AH of Unilever bent? Heid...RMD24 | Retail media: hoe zet je dit in als je geen AH of Unilever bent? Heid...
RMD24 | Retail media: hoe zet je dit in als je geen AH of Unilever bent? Heid...
BBPMedia1
ย 
LA HUG - Video Testimonials with Chynna Morgan - June 2024
LA HUG - Video Testimonials with Chynna Morgan - June 2024LA HUG - Video Testimonials with Chynna Morgan - June 2024
LA HUG - Video Testimonials with Chynna Morgan - June 2024
Lital Barkan
ย 
What is the TDS Return Filing Due Date for FY 2024-25.pdf
What is the TDS Return Filing Due Date for FY 2024-25.pdfWhat is the TDS Return Filing Due Date for FY 2024-25.pdf
What is the TDS Return Filing Due Date for FY 2024-25.pdf
seoforlegalpillers
ย 
Digital Transformation and IT Strategy Toolkit and Templates
Digital Transformation and IT Strategy Toolkit and TemplatesDigital Transformation and IT Strategy Toolkit and Templates
Digital Transformation and IT Strategy Toolkit and Templates
Aurelien Domont, MBA
ย 
BeMetals Presentation_May_22_2024 .pdf
BeMetals Presentation_May_22_2024   .pdfBeMetals Presentation_May_22_2024   .pdf
BeMetals Presentation_May_22_2024 .pdf
DerekIwanaka1
ย 
Project File Report BBA 6th semester.pdf
Project File Report BBA 6th semester.pdfProject File Report BBA 6th semester.pdf
Project File Report BBA 6th semester.pdf
RajPriye
ย 
amptalk_RecruitingDeck_english_2024.06.05
amptalk_RecruitingDeck_english_2024.06.05amptalk_RecruitingDeck_english_2024.06.05
amptalk_RecruitingDeck_english_2024.06.05
marketing317746
ย 
ikea_woodgreen_petscharity_cat-alogue_digital.pdf
ikea_woodgreen_petscharity_cat-alogue_digital.pdfikea_woodgreen_petscharity_cat-alogue_digital.pdf
ikea_woodgreen_petscharity_cat-alogue_digital.pdf
agatadrynko
ย 
VAT Registration Outlined In UAE: Benefits and Requirements
VAT Registration Outlined In UAE: Benefits and RequirementsVAT Registration Outlined In UAE: Benefits and Requirements
VAT Registration Outlined In UAE: Benefits and Requirements
uae taxgpt
ย 
Maksym Vyshnivetskyi: PMO Quality Management (UA)
Maksym Vyshnivetskyi: PMO Quality Management (UA)Maksym Vyshnivetskyi: PMO Quality Management (UA)
Maksym Vyshnivetskyi: PMO Quality Management (UA)
Lviv Startup Club
ย 
Skye Residences | Extended Stay Residences Near Toronto Airport
Skye Residences | Extended Stay Residences Near Toronto AirportSkye Residences | Extended Stay Residences Near Toronto Airport
Skye Residences | Extended Stay Residences Near Toronto Airport
marketingjdass
ย 

Recently uploaded (20)

Enterprise Excellence is Inclusive Excellence.pdf
Enterprise Excellence is Inclusive Excellence.pdfEnterprise Excellence is Inclusive Excellence.pdf
Enterprise Excellence is Inclusive Excellence.pdf
ย 
Memorandum Of Association Constitution of Company.ppt
Memorandum Of Association Constitution of Company.pptMemorandum Of Association Constitution of Company.ppt
Memorandum Of Association Constitution of Company.ppt
ย 
Meas_Dylan_DMBS_PB1_2024-05XX_Revised.pdf
Meas_Dylan_DMBS_PB1_2024-05XX_Revised.pdfMeas_Dylan_DMBS_PB1_2024-05XX_Revised.pdf
Meas_Dylan_DMBS_PB1_2024-05XX_Revised.pdf
ย 
The effects of customers service quality and online reviews on customer loyal...
The effects of customers service quality and online reviews on customer loyal...The effects of customers service quality and online reviews on customer loyal...
The effects of customers service quality and online reviews on customer loyal...
ย 
Brand Analysis for an artist named Struan
Brand Analysis for an artist named StruanBrand Analysis for an artist named Struan
Brand Analysis for an artist named Struan
ย 
Sustainability: Balancing the Environment, Equity & Economy
Sustainability: Balancing the Environment, Equity & EconomySustainability: Balancing the Environment, Equity & Economy
Sustainability: Balancing the Environment, Equity & Economy
ย 
Affordable Stationery Printing Services in Jaipur | Navpack n Print
Affordable Stationery Printing Services in Jaipur | Navpack n PrintAffordable Stationery Printing Services in Jaipur | Navpack n Print
Affordable Stationery Printing Services in Jaipur | Navpack n Print
ย 
CADAVER AS OUR FIRST TEACHER anatomt in your.pptx
CADAVER AS OUR FIRST TEACHER anatomt in your.pptxCADAVER AS OUR FIRST TEACHER anatomt in your.pptx
CADAVER AS OUR FIRST TEACHER anatomt in your.pptx
ย 
20240425_ TJ Communications Credentials_compressed.pdf
20240425_ TJ Communications Credentials_compressed.pdf20240425_ TJ Communications Credentials_compressed.pdf
20240425_ TJ Communications Credentials_compressed.pdf
ย 
RMD24 | Retail media: hoe zet je dit in als je geen AH of Unilever bent? Heid...
RMD24 | Retail media: hoe zet je dit in als je geen AH of Unilever bent? Heid...RMD24 | Retail media: hoe zet je dit in als je geen AH of Unilever bent? Heid...
RMD24 | Retail media: hoe zet je dit in als je geen AH of Unilever bent? Heid...
ย 
LA HUG - Video Testimonials with Chynna Morgan - June 2024
LA HUG - Video Testimonials with Chynna Morgan - June 2024LA HUG - Video Testimonials with Chynna Morgan - June 2024
LA HUG - Video Testimonials with Chynna Morgan - June 2024
ย 
What is the TDS Return Filing Due Date for FY 2024-25.pdf
What is the TDS Return Filing Due Date for FY 2024-25.pdfWhat is the TDS Return Filing Due Date for FY 2024-25.pdf
What is the TDS Return Filing Due Date for FY 2024-25.pdf
ย 
Digital Transformation and IT Strategy Toolkit and Templates
Digital Transformation and IT Strategy Toolkit and TemplatesDigital Transformation and IT Strategy Toolkit and Templates
Digital Transformation and IT Strategy Toolkit and Templates
ย 
BeMetals Presentation_May_22_2024 .pdf
BeMetals Presentation_May_22_2024   .pdfBeMetals Presentation_May_22_2024   .pdf
BeMetals Presentation_May_22_2024 .pdf
ย 
Project File Report BBA 6th semester.pdf
Project File Report BBA 6th semester.pdfProject File Report BBA 6th semester.pdf
Project File Report BBA 6th semester.pdf
ย 
amptalk_RecruitingDeck_english_2024.06.05
amptalk_RecruitingDeck_english_2024.06.05amptalk_RecruitingDeck_english_2024.06.05
amptalk_RecruitingDeck_english_2024.06.05
ย 
ikea_woodgreen_petscharity_cat-alogue_digital.pdf
ikea_woodgreen_petscharity_cat-alogue_digital.pdfikea_woodgreen_petscharity_cat-alogue_digital.pdf
ikea_woodgreen_petscharity_cat-alogue_digital.pdf
ย 
VAT Registration Outlined In UAE: Benefits and Requirements
VAT Registration Outlined In UAE: Benefits and RequirementsVAT Registration Outlined In UAE: Benefits and Requirements
VAT Registration Outlined In UAE: Benefits and Requirements
ย 
Maksym Vyshnivetskyi: PMO Quality Management (UA)
Maksym Vyshnivetskyi: PMO Quality Management (UA)Maksym Vyshnivetskyi: PMO Quality Management (UA)
Maksym Vyshnivetskyi: PMO Quality Management (UA)
ย 
Skye Residences | Extended Stay Residences Near Toronto Airport
Skye Residences | Extended Stay Residences Near Toronto AirportSkye Residences | Extended Stay Residences Near Toronto Airport
Skye Residences | Extended Stay Residences Near Toronto Airport
ย 

Conflict resolution basics

  • 4. โ€ข Not every conflict involving people who are different is caused by cultural differences. โ€ข We cannot know all things about all cultures. โ€ข There are no universal intercultural problem-solving methods. โ€ข In every culture people communicate because they want to be listened to and they want to be understood. โ€ข In every culture people respond to respect and disrespect. Cultural Differences
  • 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 othersโ€™ needs and mutual relationships Avoiding โ€ข Withdraw from the situation โ€ข Maintain neutrality Accommodating โ€ข Accede to the other party โ€ข Maintain harmony Competing โ€ข Zero-sum orientation โ€ข Win/lose power struggle Collaborating โ€ข Expand range of possible options โ€ข Achieve win/win outcomes Compromising โ€ข Minimally acceptable to all โ€ข Relationships undamaged
  • 6. Effective Strategies for Managing Conflict Active Listening Apologizing Compromising Humor Negotiating Postponing Sharing Soliciting Intervention Taking Turns
  • 7. Poor Strategies for Managing Conflict Violence Running away Whining
  • 8. LISTEN. BE FLEXIBLE. BE WILLING TO CHANGE. Remember . . .
  • 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/