Conflict Resolution
-
Upload
jennifer-coker -
Category
Education
-
view
23 -
download
1
description
Transcript of Conflict Resolution
Conflict Resolution
Resolving conflict rationally and effectively
Underground Vaults & Storage, Inc. 4/2009
“Don’t be afraid of opposition.Remember, a kite rises
against, Not with, the wind.”
~Hamilton Mabie
Course Content
• Conflict styles• Why conflict is
important • Conflict resolution
process• How to avoid future
conflict
How do I handle conflict?
• Conflict Style Inventory
• Thomas-Kilmann Conflict Mode Instrument– Forcing/Competitive– Collaborative– Compromising– Accommodating– Avoiding
Why Conflict is Important
• Keeps the organization vibrant– Status quo is insufficient– Can react to change– Keeps group thinking for itself
• Produces better solutions– Win-win solution– Guide team instead of micromanage
• Increases the organizations ROI
Conflict Resolution Process
• Guiding principles
• Must be constructive and with a plan to avoid getting pulled into an argument
• Combined effort of people from differing experiences produces better results
• Must be open to others differences and opinions
Set the Scene
• Environment• Audience/participants• Acknowledge the
conflict• If needed, take a
moment to restore emotional levels, then regroup
Gather Information
• Active listening to others’ view– Restate– Paraphrase– Summarize
• Identify issues clearly and concisely
• Use “I” statements
• Remain Flexible
• Clarify feelings
Agree
• Find a common perception of the problem
• Understand the others point of view– Why they feel the way they do– Needs, goals, interests can affect perception
Brainstorm solutions
• As a group
• Generate fair input
• Be open to all ideas
• Consider things you hadn’t thought of before
• Wait to discuss ideas until brainstorming is done to encourage participation
Negotiate a Solution•Mutual solution may already be clear
•If solution has not surfaced, seek resolution with a win-win negotiation situation = what can we do so all parties walk away happy?