What is Conflict? • Conflict is a form of competition between perceived or actual incompatible needs, goals, desires, ideas or resources.
What is Behind Conflict? • Prejudice or bias • Nastiness or stubbornness • Sensitivity or hurt • Difference in perception, over facts, in values, over priorities or over methods • Competition for resources or power • Poor communication and misunderstandings • Unfulfilled expectations
Options for Resolving a Conflict: • One party can win at the expense of the other party • One party can withdraw or abandon it’s position or goals • Both parties can tacitly agree to ignore the problem • Both parties can compromise and adopt a middle ground solution *None of these are “perfect” solutions
Steps of Conflict ResolutionCrawford and Bodine, 1996 • Setting Ground Rules • Agree to work together and set rules such as no name-calling, blaming, yelling or interrupting. • Listening • Let each person describe their point of view without interruption. The point is to understand what a person wants and why they want it. • Finding Common Interests • Establish facts and issues that everyone can agree on and determine what is important to each person.
Steps of Conflict Resolution Continued • Brainstorm Possible Solutions to the Problem • List all options without judging them or feeling that they must be carried out. Try to think of solutions where everyone gains something. • Discuss and Negotiate • Discuss each person’s view of the proposed solutions and negotiate to try and reach a compromise that is acceptable to everyone involved.
What if it Doesn’t Work? • If negotiation fails, a mediator is brought in and if the mediator is unable to help the parties reach a consensus an arbitrator will be brought in to make a decision.