Todays Goal The goal for today is for you to examine your own strategies for resolving conflicts As the class progresses jot down any ah has that come to you Conflict The internal or external discord that occurs as a result of differences in ideas values or beliefs of two or more ID: 593213
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Slide1
Managing ConflictSlide2
Today’s Goal
The goal for today is for you to examine your own strategies for resolving conflicts. As the class progresses, jot down any “ah ha”s that come to you.Slide3
Conflict
The internal or external discord that occurs as a result of differences in ideas, values, or beliefs of two or more people.Slide4
The Pareto Principle or
80/20 Principle
80% of the conflicts in your life are probably with 20% of the people in your life, and
20% of those conflicts are causing 80% of the negative consequences in your life, so
Because you can’t resolve all the conflicts, you have to pick the ones that matter. Concentrate on the 20% that are causing 80% of your problems.Slide5
Conflict Resolution Outcomes
Win–Win
Win–Lose
Lose–LoseSlide6
Common Conflict Resolution Strategies
Avoiding
Compromising
Competing
Accommodating
Smoothing
CollaboratingSlide7
Avoiding
Parties are aware of a conflict but choose not to acknowledge it or attempt to resolve it.Slide8
Compromising
Each party gives up something it wants.Slide9
Competing
One party pursues what it wants regardless of the cost to others.Slide10
Accommodating
One party sacrifices his or her beliefs and wants to allow the other party to win.Slide11
Collaborating
An assertive and cooperative means of conflict resolution whereby all parties set aside their original goals and work together to establish a supraordinate or common priority goal.Slide12
Helpful Tips in Conflict Resolution
Focus on the causes of the disagreement and not on personalities.
Try to arrive at solutions acceptable to everyone concerned.
Get all the information possible. Differentiate between facts and opinions.Slide13
Helpful Tips in Conflict Resolution (cont.)
Listen carefully and don’t prejudge.
Don’t belabor how the conflict occurred. Instead, concentrate on what should be done to keep it from recurring.
Concentrate on understanding and not on agreement.Slide14
Difficult Personality
Types We ALL Have Conflicts With
Attackers
Egotists
Sneaks
Victims/Complainers
Nay-Sayers
Approval Seekers
WithdrawersSlide15
Personal Growth Moment
Think about a difficult person you have worked with.
What are his/her characteristics?
How would you “categorize” them?
What strategies do you use to resolve conflicts with them?Slide16
Negotiation
Frequently resembles compromise when used as a conflict negotiation strategy.
Emphasis is on accommodating differences between the parties.
Each party must consider trade-offs and their bottom line to negotiate successfully.Slide17
Negotiating Strategies
Use factual statements.
Listen and keep an open mind.
Discuss issues and not personalities.
Start tough.
Handle the unexpected wisely.
Deal with the unexpected.Slide18
Negotiating Strategies
(CONT.)
Be honest.
Be pleasant and don’t show anger.
Don’t give up the ship too early.
Try not to use your bottom line.
Take a break if necessary.Slide19
Negotiation Closure and Follow-Up
End on a friendly note.
Restate final decision.
Hide astonishment at your success.
Make the other party feel that they also won.
Follow up with a memo.Slide20
Seeking Consensus
Always an appropriate goal in resolving conflicts and in negotiation.
All parties support, or at least do not oppose, an agreement.
Greatest challenge in consensus building is time.Slide21
Conclusion
Conflict is inevitable in any organization, but if successfully managed, it can produce high-quality, creative solutions
that lead to motivation and progress. The goal, then, should be to create a work environment that uses conflict constructively as a conduit for growth, innovation, and productivity.Slide22
A Philosophy for Conflict Resolution
Choose your battles wisely.
Always try for the WIN-WIN.
Listen, Listen, Listen, and Listen
Realize you may lose a battle, but can still win the war.
When you win the war, STOP FIGHTING.Slide23
Personal Growth Moment
What “ah ha”s did you jot down?
Any thoughts on how you might change your approach to conflict resolution?