This document discusses conflict resolution basics and provides strategies for managing conflict effectively. It outlines five modes of conflict - avoiding, accommodating, competing, collaborating, and compromising. The most effective strategies include active listening, apologizing, compromising, humor, negotiating, and postponing, while the poor strategies are violence, running away, and whining. Throughout any culture, people communicate to be listened to and understood, and they respond to respect and disrespect. The key is to listen, be flexible, and be willing to change.

1. Conflict Resolution Basics

2. conflict

3. Image: http://www.flickr.com/photos/automania/

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. 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. 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/

10. www.mncampuscompact.org/clio