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Resolving Conflicts

Resolving Conflicts. TIPS #12. Resolving Conflicts Requires the Use of Numerous Skills. Listening Empathy Feedback Persuasion. Key Conflict Skills. Know your underlying conflict-handling style. http://peace.mennolink.org/cgi-bin/conflictstyle/inventory.cgi. Conflict Management Styles.

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Resolving Conflicts

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  1. Resolving Conflicts TIPS #12

  2. Resolving Conflicts Requires the Use of Numerous Skills • Listening • Empathy • Feedback • Persuasion

  3. Key Conflict Skills • Know your underlying conflict-handling style

  4. http://peace.mennolink.org/cgi-bin/conflictstyle/inventory.cgihttp://peace.mennolink.org/cgi-bin/conflictstyle/inventory.cgi

  5. Conflict Management Styles Forcing Collaborating High Compromising Assertiveness Avoiding Accommodating Low Cooperativeness Low High

  6. Key Conflict Skills • Know your underlying conflict-handling style • Judiciously select the conflict that you want to handle • Evaluate the conflict players • Assess the source of the conflict • Know your options • Select the “best” option

  7. Behavioral Checklist • Deal directly with the conflict • Ascertain the conflict’s source • Empathize with the conflicting parties • Use the appropriate conflict-handling style • Select the most appropriate conflict-resolution option

  8. Incidents Role Play

  9. Exercise 3 Incidents

  10. Instructions - 1 • For each incident … • Individually rank the 5 alternative courses of action from most desirable or appropriate (1) to least (5) • Identify the conflict style being used with each possible course of action

  11. Instructions - 2 • Group members then compare their answers. • Do you all agree? • If not, discuss. • Be prepared to defend WHY you answered as you did. • You may change your answers as a result of the discussion.

  12. Instructions - 3 • You will have 10 minutes per incident. • Any Questions?

  13. Exercise 3 --Incident 1

  14. Talk to your man ... • Ask the foreman ... • Confront both men ... • Say nothing now ... • Put the rest of the crew at ease ...

  15. Exercise 3 --Incident 2

  16. Decide who is right … • Wait and see … • Tell both Paul & Jim not to get uptight … • Get Paul & Jim together … • Send the report to the foreman ...

  17. Exercise 3 --Incident 3

  18. Confront the man … • Ask that the suspected offender keep his habit off the job ... • Not confront the individual right now … • Give the man the “facts of life” … • Keep a close eye on the man ...

  19. Exercise 3 --Incident 4

  20. Let it go … • Try to smooth things over … • Let Development have 2 of the 4 … • Go to the development supervisor ... • Go to the supervisor of production ...

  21. Role Playing Aka practice

  22. Round 1 Debbie Actor A Chris Actor B Observer Pat Round 2 “Modeling Exercise” Debbie Actor A Debbie Actor A Chris Actor B Chris Actor B Observer Observer Pat Pat

  23. Round 1 Jan Manager Sue Subordinate Observer Round 2 “Modeling Exercise” Larry Marketing Lee Manager Eric MIS B. J. Subordinate Observer Observer

  24. Instructions - 4Timing • You will have 10 minutes for each round … • 8 minutes discuss the situation • 2 minutes for the observer to provide feedback

  25. Questions

  26. Behavioral Checklist • Deal directly with the conflict • Ascertain the conflict’s source • Empathize with the conflicting parties • Use the appropriate conflict-handling style • Select the most appropriate conflict-resolution option

  27. Incidents Role Play

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