Rob Jones
What is conflict Identify conflict Factors to Increase conflict Factors to decrease conflict Overcoming conflict Summery Final Questions
Understand ways to overcome conflict management in a number of scenarios
noun /konflikt/ 1 a serious disagreement or argument. 2 a prolonged armed struggle. 3 an incompatibility between opinions, principles, etc.: a conflict of interests
Source: Oxford English Dictionary
Differences in style Interdependence conflicts Differences in background/gender Differences in leadership Personalities
Shouting, swearing Name calling Accusing Interrupting Not listening Talking over Making unreasonable demands
Active listening Understanding the other’s point of view Calm voice Calm non-verbal and body language Not invading personal space Finding some common ground Admitting you are wrong Saying sorry (and meaning it!)
Do not:
Avoid the conflict hoping it will go away
Don’t let small problems escalate
Believe that the only people are affected by conflict are the participants
Do: Identify and clarify the issue Get perspective on the issue Acknowledge where you disagree and agree Assertive communication Explore possible solutions and pick at least 1
thing you can do about the issue Give & take / compromise / middle ground Collaboration
Understand ways to overcome conflict management in a number of scenarios
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