resolvingconflict-130131122225-phpapp02.pptx

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1. “Resolving Conflict” Moving From Conflict To Collaboration Facilitator Willie Johnson Performance Improvement and Training Consultant

2. Conflict Resolution What concerns me is not the way things are, but rather the way people think things are… Epicteus

3. What Is Conflict? Positive or Negative Communication Fact Of Life State of being that occurrs over a prolonged period during which issues are not addressed – thereby adding to dissonance.

4. The Challenge “When Dealing With Conflict” Seek win-win relationships -Thru A Collaborative Process

5. All Roads Can Lead To Conflict: Differences in needs, Differences in perceiving objectives and values. Motives, words, actions Diversity and Miscommunication. Differing expectations of Unwillingness to work outcomes - favorable through issues, versus unfavorable collaborate or Personality Type compromise

6. Conflict Communication Skills Reflection (Ack. Behavior) I-Statements (Show Empathy) Diplomatic Disagreement Gentle Confrontation Firm Confrontation Understanding - Demand For Action

7. Five Popular Approaches To Conflict Resolution Avoid Force Accommodate Compromise Collaborate

8. Avoid Avoid - sidestepping, ignoring or postponing. Avoiding Conflict Successfully Use when something else is more important. Down Side to Avoiding Conflict Could appear indecisive Matter remains temporarily unresolved

9. Force Force - making the other person do what you want. How to Force Successfully Be clear and direct Down Side to Using Force Causes Resentment Lowers Morale

10. Accommodate Accommodate - meeting the other persons needs, giving in to their desires. Accommodating Successfully Ask questions Accommodate graciously Down Side to Accommodating Pushover Doormat

11. Compromise Compromise - trading something you want for something they want, finding the middle ground . Compromising Successfully What are you & the other person willing to give up? Down Side to Compromising Doesn’t expose underlying issues Principles and ethics cannot be compromised

12. Collaborate Collaboration - Reaching a mutually beneficial agreement, and finding creative solutions that meet everyone’s needs. Collaborating Successfully Identify and clarify issues Restate the problem Find out what each side wants Generate possible solutions Anticipate possible problems.

13. “ 6” Key Actions To Moving From Conflict To Collaboration Establish mutual involvement. Focus – situation, issue, behavior - Not person Seek to understand the other person’s view. Present you perspective of the problem and its impact Decide on an appropriate plan of action. Express your appreciation for the other person

14. Moving From Conflict To Collaboration: “ Key Action #1 ” Establish Mutual Involvement . Briefly describe the problem . State your positive intentions

15. Moving From Conflict To Collaboration: “ Key Action #2 ” Seek To Understand The Other Person’s Point Of View . Ask questions to bring out critical issues . Listen until you completely understand Check your understanding

16. Moving From Conflict To Collaboration: “ Key Action #3 ” Present your perspective of the problem and its impact . Describe the problem and it’s impact from your perspective (be objective & non-judgmental / ID your feelings, desires & needs )

17. Moving From Conflict To Collaboration: “ Key Action #4 ” Decide On An Appropriate Plan Of Action Agree on the issues to be addressed Share responsibility for implementing your plan Document agreed-upon actions/follow-up times

18. Moving From Conflict To Collaboration: “ Key Action #5 ” Express Your Appreciation For The Other Person’s Efforts Thank the other person Summarize what you have learned

19. Strategies To Avoid Minimization Blame Unloading Manipulation

20. Coping Strategies Don’t waste energy with skeptics who won’t listen. Agree To Disagree, Agreeably (No-Deal is form of Win-Win). Brainstorm with others and develop a new way of coping with the situation. What do you do if you still can’t resolve your conflict?

21. Attitude: Your “MOST” Priceless Possession Managing Yourself Play Your Winners Managing Stress Accentuate The Positive Building Support Network - Network Thinking Powerfully Collaboration is the “key” to lasting relationships

22. Addendum Relationship Building

23. How Do You Maintain Positive Relationships? Become A Friendlier Person Win People To Your Way Of Thinking Be A Leader

24. Relationship Building (1) Become A Friendlier Person Don’t criticize, condemn, or complain Arouse in others an eager want. Be a good listener (Seek first to understand – then to be understood) Make others feel important. (Be sincere)

25. Relationship Building (2) Win people to your way of thinking Show respect for others opinions. Try “honestly” to see things from other’s point of view. Be sympathetic with others ideas & desires. Throw down a challenge.

26. Relationship Building (3) Be A Leader Ask questions instead of giving direct orders Praise even the slightest improvement Give others a fine reputation to live up to Use encouragement & make others feel happy about doing things you suggest.

27. What ripples out from You?