1. Conflict Resolution Understanding Conflict

2. Understanding Conflict • Conflict is all around us. It is not something that we can choose to have or not have. It just is. • It may center on something as seemingly trivial as who leaves their dirty cups in the sink, where to go eat lunch, or whether or not to buy that new piece of stereo equipment.

3. Understanding Conflict • Or it may be more complex, such as whether we should invest in stock or bonds, or what college your child should attend to get the best education.

4. Understanding Conflict • This course is not about avoiding conflict. Avoiding it is not only impossible but undesirable. • This course is about discovering productive ways of handling conflict, ways that make a difference in all areas of our lives.

5. Understanding Conflict • Conflict can be considered: • Fight • Disagreement • War • Difference of opinion or perspective; such as between a mechanic and inspector. • Differences in personality

6. Understanding Conflict • Think of a conflict which has been handled in a destructive manner…Some of the resulting outcomes of this were probably: • Tension • Unresolved Problems • Stress • Low Productivity • Sour Relationships • Ill Health • Resentment

7. Understanding Conflict • Now think of a conflict that has been handled constructively. Some results of this may have been: • Relaxation • Higher Productivity • Good Health • Sense of Achievement • Increased Confidence • Expanding Friendly Relations

8. Understanding Conflict • We have all had the experiences of handling conflict both constructively and destructively. The outcomes of conflicts handled constructively are so much more attractive that it is hard to imagine we would settle for less.

9. Understanding Conflict • There are several stages we can go through before we reach the level of conflict.

10. Understanding Conflict Levels of Conflict Discomfort

11. Understanding Conflict Levels of Conflict - Discomfort • Perhaps nothing is said as yet, however things don’t feel right. • It maybe difficult at this stage to identify what the problem is.

12. Understanding Conflict Levels of Conflict Discomfort Incident

13. Understanding Conflict Levels of Conflict - Incident • A short sharp exchange may occur without any lasting internal reaction. • Something may have occurred between you and someone else that has left you upset, irritated or with a result you did not want.

14. Understanding Conflict Levels of Conflict Discomfort Incident Misunderstanding

15. Understanding Conflict Levels of Conflict -Misunderstanding • The details of a situation may be unclear. The motive or intent of a situation not fully understood by the parties involved.

16. Understanding Conflict Levels of Conflict Discomfort Incident Misunderstanding Tension

17. Understanding Conflict Level of Conflict - Tension • You may start feeling anxious about your relationship with the other person. • Maybe you are at the point where just one more nudge will “push you over the edge”, ready to give them a “piece of your mind”. • This level may build to the point where each interaction with this person confirms your negative attitude towards them. • The relationship may become a cause for constant worry and concern.

18. Understanding Conflict Levels of Conflict Discomfort Incident Misunderstanding Tension Crisis

19. Understanding Conflict Levels of Conflict – Crisis • Behavior is affected and normal functioning starts to become difficult. • No longer talking to the other individual. • Or conversely, screaming at one another. • Quitting your job or worse yet be dismissed. • Throw china, or whatever else is close at hand. • Divorce

20. Understanding Conflict Levels of Conflict Discomfort Stay Alert Incident Misunderstanding Tension Crisis

21. Understanding Conflict Levels of Conflict – Stay Alert • As you can see we want to avoid ever getting to the “crisis” stage. • We should always be on the look out for clues at the discomfort and incident level. • Dealing with conflict at these levels is much easier than at crisis stage, where emotions are running high. • By working on solving the issue at the discomfort level we have a greater chance of achieving a constructive rather than destructive outcome.

22. Understanding Conflict Summary • Discovered what conflict is and learned the various levels at which it develops. • Learned to look for the early clues to conflict, and to stay alert and be ready to act, if and when appropriate. • One should greet conflict in a positive way, ready to learn something new or improve on relationships.

23. Credit • We wish to thank the Conflict Resolution Network for their generous donation of materials used in the creation of this presentation. • Conflict Resolution Network PO Box 1016, Chatswood NSW 2057Phone: +61 (0)2 9419-8500Fax: +61 (0)2 9413-1148Email: crn@crnhq.orgWebsite: www.crnhq.org

24. Credit • This course was created by AMFA Local 11 to assist in the education of its Professional Standards Committee members. • Permission to use this material is granted to any AMFA Local. • This course was created using materials provided by The Conflict Resolution Network. Permission has been extended to use this material providing credit remains intact on all modules.