Conflict ResolutionSec 3 PCME

Objectives:

know your dominant conflict resolution style

state the 5 conflict resolution styles know that different conflict

resolution styles are required for different situations

Trigger Video

http://www.youtube.com/watch?v=Sh5t47H_glw

Trigger Quote

I will listen to you, especially when we disagree.— Barack Obama, Acceptance Speech

He who blames others has a long way to go on his journey. He who blames himself is halfway there. He who blames no one has arrived.— Chinese proverb

In the midst of conflict, there is absolutely nothing that produces gains as dramatically as listening.— Dr. Neil Warren

CONFLICT IS INEVITABLE

1. Define conflict

2. Discuss to what extent is the above statement true.

Conflict is normal!

Conflict is a normal part of our lives.

Conflict is not a competition.It is how you manage a conflict

that is important!

Change the way you look a things and the things you look at change.— Wayne Dyer

Activity 1: How I act in conflicts

Work on Activity Sheet 1. Indicate how typical each proverb is, of your actions, in a conflict according to the numbering system

Fill in the scoring table and determine which is your dominant style.

Speak when you are angry and you will make the best speech you will ever regret.— Ambrose Bierce

10mins for Activity 1

Every form of blame, criticism and judgment is just a tragic expression of an unmet need. — Marshall Rosenberg, Non Violent Communication

Your say…

What are the causes of conflict?

Between stimulus and response there is a space. In that space lies our freedom and power to choose our response. In those choices lie our growth and our happiness.— Stephen Covey, The 8th Habit

Causes of ‘Conflict’DifferencesDisagreementsQuarrelsInvolves personal bias and emotions

‘Conflict of Interest’ ‘Conflicting Goals’Relationships

Styles of conflict

High

Low

Smoothing Confronting

Compromising

Withdrawing Forcing

Low High Goals

Rel

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Your Dominant Conflict Resolution Style

Avoiding (Withdrawing) Competing (Forcing) Accommodating

(Smoothing) Compromising Collaborating

Smoothing

“You don’t have a dog in this fight”Cool down neededNo chance for successTurn the other cheek

AdvantagesThe issue is not important to you but is

important to the other person. You feel good about the sacrifice you are making.This might be a way to build trust with this

person.

DisadvantagesMissed opportunity to clarify issue Increases power differentialCoward/pushover label Overused in healthcare

Smoothing

Forcing

True zero sum game Time constraints“Opponent's” only style

Forcing

AdvantagesIt might be effective in select situations

with difficult-to-deal-with competitive-type people.Increases power differential

The conflict may get resolved quickly and cheaply.

DisadvantagesSets power wins patternIncreases power differentialNot helpful in personal relationshipsNo ownership in the solution

Withdrawing

Issue more important to the other party

Graceful exit strategy Value the relationship Competition getting no where

Withdrawing

AdvantagesThe issue is not importantIt often works with short-term problems.Can be used if the cost of the solution is more

than I am willing to pay. The process of gathering information is still on

going.

DisadvantagesYou are a fixer/enablerDoormatIncrease power differential

Compromising

Issue and relationship important Need temporary or expedient “fix”Collaboration falters

Compromising

AdvantagesThis might be used when time is short. A stalemate would cause more harm

than the compromise

DisadvantagesThis might be used when time is short. Focus on position/solution not issuesLose-lose rather than win-win May miss a systems solution

Confronting

Need to build support for implementation

Addressing complex problems

Change needed for the solution

Allows focus on goals, issues, values

not positions or demands

ConfrontingAdvantages

Increases probability of goal achievement.Increases trust and builds relationships.Produces greatest sense of ownership of

solutions.Sets a good example for others to follow

Disadvantages Time consumingBoth parties need to listen and learnWillingness to changeNeeds planning and team building

Conflict-Management Styles

In every situation we are responsible for our actions.

Conflict situations offer us an opportunity to choose a style for responding to the conflict.

The key to effective conflict management is to choose the conflict-management style that is appropriate for the conflict.

Most of us have a favorite style that we use in conflict situations, but we are all capable of choosing a different style when it is appropriate

Styles of Conflict

Successful leaders know their own preferred style of handling conflict, but vary their style to meet the needs of the

situation..

You can't shake hands with a fist.— Indira Ghandi

Conflict resolution is one of the five key skills of emotional

intelligence

The ability to resolve conflicts positively and with confidence is the fifth of five essential emotional intelligence skills. The skill of conflict resolution may help you build strong relationships, overcome challenges, and succeed at work and in life.

Conflict Resolution Styles

There is no one style that is superior over another.

We tend to use our dominant style to resolve conflicts. This style may not be suitable in some situations.

There are no problems we cannot solve together, and very few we can solve by ourselves. — Lyndon Johnson

Successful Conflict Management

Reconsider your definitions of conflict Know your preferred styleVary your style based on situation Tailor your approach based on

involved partiesProactively manage conflict –

anticipate Communication – LISTEN

The quieter you became the more you can hear. — Baba Ram Das