1 / 21

Conflict Resolution – Skills for Life

Conflict Resolution – Skills for Life. Resources Priorities/strategies Decisions Goals, productivity Roles Rewards. Values, beliefs, attitudes Power Leadership style Inclusion Personality. Sources of Conflict. Destructive Aspects of Conflict. Destroys individual and team morale

zuriel
Télécharger la présentation

Conflict Resolution – Skills for Life

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. Conflict Resolution – Skills for Life

  2. Resources Priorities/strategies Decisions Goals, productivity Roles Rewards Values, beliefs, attitudes Power Leadership style Inclusion Personality Sources of Conflict

  3. Destructive Aspects of Conflict • Destroys individual and team morale • Diverts energy away from more important activities/issues • Relationships are weakened • Teams become polarized • The problem keeps persisting

  4. Constructive Aspects of Conflict • People change & grow • Problems are solved • Involvement and commitment is increased • Relationships are strengthened • Teams become more cohesive • Team creativity is enhanced

  5. Five Conflict Handling Modes

  6. Avoiding • Uncooperative and Unassertive • Goal is “to delay” • Postpone or sidestep the issue • Don’t address the conflict • Withdrawing, ignoring or not taking a position stance • May lead to Lose/Lose

  7. Avoiding is applicable when… • We feel conflict is trivial • There’s no chance of satisfying our needs/concerns • Time is needed for cooling down • Gathering more information outweighs need for instant decision • Others can resolve it more effectively

  8. Accommodating • Cooperative but Unassertive • Goal is “to yield” • Selfless generosity • Going along with, even though you disagree • Yielding to another’s point of view • May lead to Lose/Win

  9. Accommodating is applicable when… • You realize your wrong • Issue is more important to other side • Build up social credits • You’re outmatched and losing • Preserving harmony is more important • Aids in an employee’s development

  10. Competing • Assertive but not Cooperative • Goal is “to win” • Tough but not considerate • Standing up for one’s rights • Simply trying to win • May lead to Win/Lose

  11. Competing is applicable when… • During emergencies, must act quickly • Unpopular course of action must be taken (enforcing rules, disciplining, cost cutting) • Issue is important—you know you’re right • Need to protect yourself

  12. Compromising • Kind of Assertive and Cooperative • Goal is “to find middle ground” • Splitting the difference • Exchanging concessions • Finding a quick or expedient solution • May lead to “Half Win-Half Lose”

  13. Compromising is applicable when… • Goals are moderately important—not worth the effort to be more assertive • Both sides have equal power • A temporary settlement is desirable • Under time pressure for a solution • Need a backup—competing or collaborating isn’t working

  14. Collaborating • Assertive and Cooperative • Goal is “to find a win-win solution” • Being tough yet considerate • Concern for the goal and the relationship • Both parties needs are met • Leads to Win/Win or Win/Win—No Deal

  15. Collaborating contd… • Collaboration requires different perspective: • Accept responsibility for our part of conflict • No “hidden agendas” • Respect for other’s viewpoints/perspectives • Desire to see needs/concerns of both parties being met • Looking for opportunities to enlarge the pie--accommodate all needs and concerns • Thinking Win/Win or Win/Win-No Deal

  16. Collaborating is applicable when… • Merge insights from people with different perspectives • Need to work through hard feelings • Want to improve/maintain relationship • Concerns/needs are too important to compromise or accommodate away • Need to have buy in

  17. Conflict Management Guidelines • Decide if conflict is worth confronting • Select a “prime time” for resolving • Use active listening • Ask questions to understand • Ability to clearly express concerns/needs • Make point to keep emotions out of it • Stick to the issues • Stick to the present

  18. A Conflict Management Strategy • Initiate discussion in a non-defensive way • Briefly define the problem (ID specifics) • Ask for their perspective • Ask to share your perspective--if OK share it • Agree to causes, ask for commitment to solve it • Generate feasible solutions • Select a mutually acceptable solution • Plan the implementation & then follow-up

  19. Role play #1 • Randy is the supervisor • Carzella is a long term high producing employee that likes to share her life’s story with co-workers every morning • Steve and Dave are co-workers

  20. Role Play #2 • Steve is a member of a HPT • Carzella is the office manager • Steve’s team members have a habit of taking files out of the cabinets and not replacing them • One day some LT members come in looking for a case file when Carzella’s out of the office.

More Related