Conflict Resolution

BCMS

Conflict

• Opposition• a clash of opposing ideas• disagreement• fight or battle• contention, hostility

Cause of Conflict

• opposing viewpoints or opinions

• emotions

• Selfishness• miscommunicati

on or misunderstandings

• assumptions

Paradigms

• A theory, an explanation, or way people sees something.

• Wrong or Right map?• People develop paradigms based

on own experiences.

What do you see?

Spots or Dog

What do you see?

Man or Two People Kissing

What do you see?

Woman or man playing sax

What do you see?

Rabbit or Duck

Strategies to Get Past Paradigms (Perceptions)

• Avoid Assumptions

• Validation• Listen

• Problem Solving Skills

• Tell Your Story

Conflict Resolution

• Managing conflict constructively depends in large measure on clear, open, and honest communication

Elements of Communication

• Source - Person that begins or initiates message

• Message - Information or the meaning

• Channel - Medium through which message is transmitted

• Receiver - Person who is targeted for the message

12

Facial Expression 55%Tone of Voice 38%

Verbal Meaning 7%

Elements of Message Meaning

93% of the meaning of a message comes from nonverbal sources!

Active Listening

• Look at the person speaking• Maintain an open mind• Pay attention• Ask questions• Repeat what the speaker says• Listen for the feelings of the speaker• Don’t: Interrupt, change the subject, make

up your mind before the person finishes speaking

Roadblocks To Resolving Conflict

• Clashing Egos - Styles Of Conflicts

• Name calling

• Sarcasm/Ridicule

• Insulting

• Threatening

• Blaming

• Inflexibility

• Defensive body posturing/language

“No-Lose Method”Steps To Follow: 1. Defining the problem in terms of

needs. 2. Generating possible solutions (brainstorming). 3. Evaluating and testing the various solutions. 4. Deciding on mutually acceptable solutions. 5. Implementing the solution. (Try it

out.) 6. Evaluating the solution.

“No-Lose Method”

• Some Assumptions about the No-Lose Method:

• Your needs are important• My needs are equally important• We will approach this conflict from a

needs standpoint, not a solution standpoint.

• I will never use my power.