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MANAGING CONFLICT

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MANAGING CONFLICT

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  1. MANAGING CONFLICT

  2. Managing Conflict • Finding common ground • Providing tools to settle disputes • Stepping in to make unilateral decisions (on rare occasions)

  3. Opening Exercise

  4. Be Aware of Yourself • Why is the issue important? • Does it really matter?

  5. Be Aware of Others • Trust • Experience • Understand • Care

  6. Set the Scene for Cooperative Resolutions • Listen • Pay Attention • “Involvement, Involvement, Involvement!”

  7. The Most Important Question “What do you want?”

  8. Questions for Conflict Resolution • What do you want? • What are you doing to get it? • Is it working? • Consider alternate approach?

  9. Effective Communication in Conflict Situations • Spoken Words • Tone of Voice • Body Language • Emotions

  10. Negotiating Limits and Rules

  11. Negotiating Limits and Rules Scenario 1:

  12. Negotiating Limits and Rules • Be clear about boundaries • Stick to them • Involve the group in determining those limits

  13. Negotiating Limits and Rules Scenario 2:

  14. Cooperative Approach • Ideal Approach • Engages Everyone • Find Own Solution

  15. Proscriptive Approach • What I want. • What I understand you are doing. • Why that isn’t working for me. • What I need you to do.

  16. My Job Is Ensure your safety Help you Be honest with you Treat you with respect Your Job Is Tell me when you don’t feel safe Help me ensure your safety Be honest with me Treat me with respect Leader Group Contract

  17. Conclusion Ultimate goals of conflict resolution: • to build on common ground • to listen • to find solutions

  18. Ticket Begin to Work Your Ticket After: October 20, 2008 Finish Your Ticket Not Later Than: April 19, 2010