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Conflict Resolution Techniques

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Conflict Resolution Techniques. An Infopeople Webinar with Joan Frye Williams and George Needham March 8, 2011 . Beware of assumptions. The many flavors of conflict. Differences of opinion. Different value systems. Sudden change. Hidden agendas. Personalities.

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Conflict Resolution Techniques

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  1. Conflict Resolution Techniques An Infopeople Webinar with Joan Frye Williams and George NeedhamMarch 8, 2011

  2. Beware of assumptions

  3. The many flavors of conflict

  4. Differences of opinion

  5. Different value systems

  6. Sudden change

  7. Hidden agendas

  8. Personalities

  9. Conflict isn’t always negative

  10. Absence of conflict isn’t always positive

  11. Benefits of successful resolution

  12. Your response to conflict: TKI http://tinyurl.com/ThomasKilmann

  13. Competing

  14. Accommodating

  15. Compromising

  16. Avoiding

  17. Collaborating

  18. Conflict responses that never work

  19. Ignore the situation

  20. Blame others

  21. Throw a tantrum

  22. Engage in backbiting

  23. Pout

  24. Overindulge

  25. Bear a grudge

  26. Seek revenge

  27. Instead, be a mensch!

  28. Listen actively

  29. Neutralize emotions

  30. Be honest

  31. Allow the other person to speak

  32. Paraphrase

  33. Avoid ad hominem attacks

  34. Conflict resolution step-by-step

  35. Acknowledge differences

  36. Assess the stakes

  37. Lay out the facts

  38. Identify your preferred end state

  39. Agree on common ground

  40. Specify points of disagreement

  41. Brainstormsolutions

  42. Negotiate

  43. Take action, then move on

  44. Is it ever OK to re-open a conflict?

  45. Yes…when the situation changes

  46. Yes…when new information arises

  47. Yes…when the results don’t match what you expected

  48. No…when people are just unhappy

  49. No…when people are avoiding responsibility or blocking progress

  50. When to let go

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