Conflict and Conflict Conflict and Conflict ResolutionResolution

Presented byPresented by

Naila AaijazNaila Aaijaz

What is conflict?What is conflict?

““A struggle to resist or A struggle to resist or overcome; contest of opposing overcome; contest of opposing forces or powers; strife; battle. A forces or powers; strife; battle. A state or condition of opposition; state or condition of opposition; antagonism; discord. A painful antagonism; discord. A painful tension set up by a clash tension set up by a clash between opposed and between opposed and contradictory impulses."contradictory impulses."

Effects of conflictEffects of conflict

AvoidanceAvoidance Inability to work Inability to work

togethertogether Verbal assaultVerbal assault ResentmentResentment

This causes us a great This causes us a great degree of discomfort, degree of discomfort, anger, frustration, anger, frustration, sadness and pain.sadness and pain.

Causes of conflictCauses of conflict

There is a perceived breach of faith There is a perceived breach of faith and trust between individualand trust between individual

There is unresolved disagreement There is unresolved disagreement that has escalated to an emotional that has escalated to an emotional levellevel

There is miscommunication leading There is miscommunication leading to unclear expectationsto unclear expectations

Causes of conflictCauses of conflict

There are personality clashesThere are personality clashes There are differences in acquired There are differences in acquired

valuesvalues There is underlying stress and There is underlying stress and

tensiontension There are ego problemsThere are ego problems There are combinations of the aboveThere are combinations of the above

Is conflict good?Is conflict good? A certain degree of conflict is a healthy A certain degree of conflict is a healthy

signsign Too much conflict; communication Too much conflict; communication

problemsproblems No conflict; disinterest amongst the No conflict; disinterest amongst the

members of the group and lack of inputmembers of the group and lack of input Arises from unclear aims and objectivesArises from unclear aims and objectives DonDon’’t make disagreements personalt make disagreements personal Conflict can help improve the level of Conflict can help improve the level of

qualityquality

CriticismCriticism

Should be actively encouragedShould be actively encouraged Constructive criticism encourages Constructive criticism encourages

growthgrowth A way of coaching ourselves and othersA way of coaching ourselves and others Criticize wellCriticize well Good criticism helps others to evaluate Good criticism helps others to evaluate

their own work effectivelytheir own work effectively Keep neutralKeep neutral

Scale of criticismScale of criticism

Ridicule / over criticizing Good criticism Complete consensus : No criticism

ResponsibilitiesResponsibilities It is your responsibility as a group and as It is your responsibility as a group and as

individuals to do the following: individuals to do the following: Achieve success in completing allocated Achieve success in completing allocated

tasks. tasks. Achieve success in fulfilling allocated Achieve success in fulfilling allocated

roles. roles. Help other individuals achieve success. Help other individuals achieve success. Ensure that all members contribute as Ensure that all members contribute as

equally as possible. equally as possible. Make progress in every group session. Make progress in every group session. Help to achieve the aims set out by the Help to achieve the aims set out by the

group in the initial stages. group in the initial stages.

Conflict ResolutionConflict Resolution

The 7 Steps to Conflict The 7 Steps to Conflict Resolution Resolution

To Resolve a To Resolve a ConflictConflict

What toWhat tosay or do?say or do?

Why?Why?

1. Calm yourself

Take a deep breath, say "relax"

Clears thinking, models control

2. Restore order 

Take a "Time Out"

Stops the fight, contains the damage

3. Hear their stories 

"Help me understand your concern."

Gathers information, defuses tension

To Resolve a To Resolve a ConflictConflict

What toWhat tosay or do?say or do?

Why?Why?

4. Listen carefully

Eye contact, don't interrupt

Honors the need to be heard

5. Generate solutions 

"How could we resolve this?"

Moves from accusations to solutions

6. Agree on a solution

"Would this work for you?"

Moves to resolution, brings closure

To Resolve To Resolve a Conflicta Conflict

What toWhat tosay or do?say or do?

Why?Why?

7. Test for 7. Test for satisfaction satisfaction 

"Are you sure "Are you sure this will work this will work for you?"for you?"

Assures clear Assures clear communicationcommunication

Key points to rememberKey points to remember

Be a model of calm and controlBe a model of calm and control Don't give in to emotional Don't give in to emotional

outburstsoutbursts Don't assume people are being Don't assume people are being

difficult intentionallydifficult intentionally Find a quiet place in to resolve Find a quiet place in to resolve

conflicts....privatelyconflicts....privately

Key points to rememberKey points to remember

Set some ground rules for the Set some ground rules for the discussion:discussion:

No raising of voicesNo raising of voices This is not a debateThis is not a debate Speak only for yourself..."I" Speak only for yourself..."I"

phrasesphrases Confront the issues, not the peopleConfront the issues, not the people Maintain or enhance self-esteemMaintain or enhance self-esteem