Resolving Conflict

Resolving Conflict A Training Seminar to Master Effective Communication Presented by: Brian Cutting Brigham Young University

Agenda • Understanding Conflict • Introducing Conflict Resolution Methods • Brainstorm • Nuts & Bolts • Case Study • Conflict Resolution Put to Work • Additional Resources

Conflict Builds with Unsatisfied Needs • Conflict is the result of: • Incompatible needs and wants • Limited consumable resources (time and goods) • Differences in ideals or opinions • Childhood Examples: • There is one cookie remaining. Both children want it. • Johnny wants to play but mom says it is nap time. • Two children want to push the button on the elevator.

Conflict Builds with Unsatisfied Needs • Conflict can arise between • Individuals • Departments (intra-company) • Institutions (between companies) • Nations • Ethnic Groups • Congregations • Neighbors • Rival Schools • Etc…

Independent Resolution Mediation Intervention Prevention Methods Offer Alternatives

Independent Resolution Mediation Effective Negotiation Resolves Conflict

Effective Negotiation Resolves Conflict • Positional Negotiations result in win-loose settlements • Feuding parties stand firm to their position • Individuals become the center of the feud – “You” • Conflict continues until one side surrenders • Results • Loser may be demoralized, upset, angry, seek revenge • Winner may become more stubborn Ineffective Effective Positional Negotiations Principled Negotiations

Effective Negotiation Resolves Conflict • Principled Negotiations result in win-win agreements • Focus on the problem, not individuals • Focus on the interests of parties involved, not positions • Focus on creative resolutions • Ensure that the outcome provides mutual gain • Results • Both sides win because both are enriched and improved • Working relationships are strengthened Ineffective Effective Positional Negotiations Principled Negotiations

Intervention Intervention Diffuses the Conflict

Intervention Diffuses the Conflict • Conflicts require intervention as a last measure when: • Individuals are stubborn • Emotions are running too high • The conflict produces negative side-effects • Bodily or material harm becomes a possibility • Intervention should not be used to solve, but to push off.

Prevention Prevention Builds Relationships

Effective Feedback Prevents Conflict • A variety of feedback mechanisms open communication

Effective Feedback Prevents Conflict • Positive reception maintains open communication • Withhold judgment • Invite perspective • Summarize your understanding of the concern • Explore situation & impact • Clarify Understanding. Provide facts and impacts • Define expectations • Confirm the problem has been uncovered • Build the relationship • Rehearse the feedback provided to Tom from Jim

Effective Feedback Prevents Conflict • How could have Tom reacted differently? • Ignore the Problem and the Messenger • Defensively • Rationalization • By accepting feedback and withholding judgment, Tom: • Defused the conflict • Received additional valuable feedback • Strengthened the relationship

Case Study No. 1 • 1967 Israeli – Egyptian Conflict • After Israel captured Sinai, Egypt demanded immediate withdrawal. • Israel refused to withdrawal, fearing a national security crisis • Questions • What were the underlying issues? • How was this conflict resolved? • Which side won the resolution?

Resolving Conflict – Exercise • Take a few minutes to think about a personal conflict you are experiencing now, or within the recent past. • Consider your resolution options. What would be the pros and cons? • How would the other party react to the proposed resolution? • Take a few minutes to jot down some notes.

Additional Resources

Training Course Storyboard What is Conflict? How can Conflict be Solved? Independent Resolution Mediation Intervention Prevention Principles of Negotiation Management Changes Principle Vs. Positional Creative Win-Win Solution Foster Open Communication Effective Feedback Methodology

Resolving Conflict