Conflict Management

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Instructor Name

Learning Objectives

Identify common causes of conflict Recognize conflicting priorities within a

work team Use productive strategies to resolve

conflict Describe ways to prevent conflict 

Session Overview

Define causes of conflict Discuss methods of resolving conflict Practice conflict resolution Discuss ways to prevent conflict

Understanding Conflict

Expression of disagreement over something important

Competing interests or ideas

Arise for many different reasons

Is conflict bad?

Focuses on concepts & ideas

Supports the expression of differing opinions

Focuses on trivial issues

Frequent, repetitive, unresolved arguments

Leaves people angrier and more frustrated

Productive

Unproductive

Common Causes of Conflict

ValuesMoods & Personal

Issues

Negative

Experiences

Interests

Institutional Factors

Information/Communica-

tion

The Cause Can Help Identify the Solution

Emotional charge

Disagreement

8 Common Techniques

Resolution

Defuse by Agreement

Find something to agree about-if your team member is already angry and blaming you

Acknowledge different points of view to help move the situation forward

There is always truth in what your team member says

Finding the truth in the other’s point of view will make it difficult for the other person to maintain anger

Empathy

Thought empathy: Show that you understand what the other person is trying to say

Feeling empathy: Acknowledge how the other person probably feels

CAUTION Say “I know how you feel” only when you really do

Explore with QuestionsAsk gentle questionsShow interest in

understanding the other person

Focus on the other person’s:

ThoughtsFeelings

Use “I” Statements

Focus on your reactionUse phrases

beginning with “I” I think… I feel… I want…

Show RespectFind positive things to say about

your team memberName specific things that you

respect about your team memberThoughtsFeelingsOpinions

Use AlignmentAcknowledge the

contribution of the differing opinion

Clearly state what you and the others in the conflict have in common

Use Reflective ListeningEnsure you understand

what your team member is trying to communicate

State what you heard to ensure that you and your team member are on the same page

Seek to understand your team member before you seek to be understood

Use Degrees of AgreementGoal: Partial agreement on an

aspect of the problem without complete agreement among the team members

Moves the situation forward even if the entire team is not in agreement

Caution: Focusing on achieving 100% agreement can get the team “stuck” in the conflict

Focus on “Interests” for Resolution

Key - consider the team members’ differing and similar underlying interests

All members will share some basic interests Establish “common ground”

Focus on complementary or compatible solutionsFocus on the future not the past

Take a breath and follow the steps

1. Acknowledge the problem

2. State the problem

3. Confirm understanding

4. Seek their perception

5. Summarize

6. Brainstorm agreements

7. Commit

8. Express remorse

What Prevents Conflict?

Summary

Practice the eight techniques for reducing the emotional charge

Focus on team members’ interests to resolve the conflict

Use communication skills to prevent conflict in the first place

Develop a communication planClarify expectations