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Conflict Resolution

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  1. Conflict Resolution Chapter 16

  2. Dimensions to Resolving Conflict • Conflict • The disagreement caused by tension between two or more parties • Potential for conflict always exists. • Negotiation • Back and forth communication process between opposing sides sharing a common interest • Designed to arrive at a mutually agreeable alternative

  3. Dimensions of Conflict • Issues • Emotions • Two sides to every story

  4. Principled Negotiation • People: separate the people from the problem • Interests: focus on interests, not positions • Options: brainstorm a variety of alternatives before deciding on a course of action • Criteria: base alternatives on an objective standard

  5. Analyzing the Conflict: The First Dimension of the Conflict • The issue dimension is typically the source of the conflict. • Parties waste time creating defensive position. • Both parties need to understand the cause of the situation in order to resolve it. • How the conflict occurred • How the parties feel about the conflict • Knowing the potential ramifications

  6. Put the Emotions into Neutral: Controlling the Second Dimension of the Conflict • Focuses on personal feelings and reactions • Controlling emotions in a conflict situation will help create a win-win outcome. • Good conflict resolvers: • Recognize emotions as a natural response • Take ownership of their emotional energy • Remain calm and unemotional

  7. Two-sides to Every Story: The Second Element in a Conflict • The person engaged in a conflict is behaving according to their perception of the conflict. • Stop trying to prove the other party wrong & focus on how each party views the conflict. • Arguing over who is right often is counter-productive to resolving conflict. • Talk about the situation and the potential options for resolution. • This prevents escalation of the conflict.

  8. Know the Interests of the Parties: Don’t Focus on Positions • Positional bargaining happens when people take a position and argue for it. • Concessions from this position are made to reach a compromise. • Interests fuel the energy behind a position. • Focusing on positions, rather than interests, usually will not lead to resolving the conflicts.

  9. The Discussion Stage • There are only three ways to resolve a conflict. • Forcing a resolution. • Suing each other. • Finding a mutually acceptable solution. • Options are an opportunity to resolve conflict. • Brainstorming • Consider options that satisfy both sides. • Use industry standards to formulate a mutually agreeable solution.

  10. Deal With People Using People Skills • Always be prepared. • Anticipate the customer’s negative reactions and try to neutralize them. • Client-generated options give a client a stake in the settlement. • Know when one has enough information on an agreement to move forward in the dispute. • Forgive and move on. • Learn from the situation.