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Creative Approaches to Conflict Resolution: Mediating, as well as Your Own Conflicts Eldon J. Braun, Ph. D. Department

Creative Approaches to Conflict Resolution: Mediating, as well as Your Own Conflicts Eldon J. Braun, Ph. D. Department of Physiology University of Arizona. What are conflicts?. Simply stated: Disagreements among individuals . How you manage conflicts depends on your

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Creative Approaches to Conflict Resolution: Mediating, as well as Your Own Conflicts Eldon J. Braun, Ph. D. Department

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  1. Creative Approaches to Conflict Resolution: Mediating, as well as Your Own Conflicts Eldon J. Braun, Ph. D. Department of Physiology University of Arizona

  2. What are conflicts? Simply stated: Disagreements among individuals How you manage conflicts depends on your role – moderator or participant

  3. Role as moderator In the beginning, assume all participants have legitimate positions Only one person speaks – no over speaking Listen quietly – and listen carefully;do not judge whether a person is saying one thing but meaning another “Size up” situation – real or imagined conflict Observe body language Do not take sides

  4. Role as moderator Do not become emotionally involved At all costs, do not involved personalities – “just the facts” – focus on the problem not the person Repeat ideas Listen so people will talk – talk so people will listen Create options for resolution

  5. Perception of conflicts Background of individuals Experiences of individuals Cultural expectations

  6. Factors or circumstances that can create conflicts Dissention among individuals Irritations Small problems can escalate to serious issues Stress

  7. Elements of stress Change Emotional problems Harassment Inability to state needs Inability to say “no” Acting in self interest Over reaching Undefined goals Unequal treatment Unfair treatment

  8. Cost of unresolved conflicts Lost time Increased stress in the work environment Reduced motivation due to increased tension and stress

  9. Potential out-comes of conflict resolution Better understanding among individuals Clearer commitment by people Improved relationships

  10. Personal involvement in conflict Look at problem as an outsider would Stay on subject Keep a sense of humor – take your job seriously not yourself Do not make character attacks Ask for feedback Admit when you are wrong Be willing to compromise – principle vs. stubborn Know thyself, but do not try to win at all costs

  11. Components of conflict resolution session Procedural rules Substantive issues raised Psychological needs – “safe” environment Discuss in confidence Speak directly with people Support expression of dissent Attack issues – not people Clarify – restate positions - reflect Validate

  12. Approach to problem solving Be flexible Fair considerations Generate several solutions if conditions warrant Be realistic Manage impasses calmly Be specific and clear on issues Build agreements that will work Agreements must be enforceable

  13. Summary Moderator of conflict: - Be a good listener - Stick to the facts - Understand individuals - Stress - Cost - Outcome

  14. Summary Participant in conflict: • Step back • Facts • Compromise

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