conflict resolution skills

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Conflict Resolution Skills Training Topics: Understanding conflict Defining conflict Understanding levels of conflict Traditional ways of handling conflict Persuasion In-depth perception Using others to persuade Empathy Managing emotions Negotiation Types of negotiation Stages of negotiation Skills of negotiation Dealing with ‘Aggressive’ and ‘Submissive’ behavior The art of saying ‘No’

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Conflict Resolution Skills Training from MMM Training Solutions(www.mmmts.com)

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Page 1: Conflict Resolution Skills

Conflict Resolution Skills

Training Topics:• Understanding conflict

• Defining conflict• Understanding levels of conflict• Traditional ways of handling conflict

• Persuasion• In-depth perception• Using others to persuade• Empathy• Managing emotions

• Negotiation• Types of negotiation• Stages of negotiation• Skills of negotiation

• Dealing with ‘Aggressive’ and ‘Submissive’ behavior• The art of saying ‘No’

Page 2: Conflict Resolution Skills

Conflict Resolution SkillsConflict Resolution Skills

MMM Training SolutionsContact: Pramila MathewMobile: +91 98409 88449

Website: www.mmmts.com

Page 3: Conflict Resolution Skills

Conflict is the energy that builds up when individuals or

groups of people pursue incompatible goals in their

drive to meet their needs and interests

Conflict - Definition

Page 4: Conflict Resolution Skills

Levels of Conflict

Page 5: Conflict Resolution Skills

Perhaps nothing is said yet. Things don't feel right. It may be difficult to identify what the problem is. Do you feel uncomfortable about a situation, but not quite sure why?

Discomforts

Incidents

Misunderstandings

Tension

Crisis

Here motives and facts are often confused or misperceived. Do your thoughts keep returning frequently to the problem?

Here relationships are weighed down by negative attitudes and fixed opinions. Has the way you feel about and regard the other person significantly changed for the worse? Is the relationship a source of constant worry and concern?

Behavior is affected, normal functioning becomes difficult, extreme gestures are contemplated or executed. Are you dealing with a major event like a possible rupture in a relationship, leaving a job, violence?

© The Conflict Resolution Network PO Box 1016 Chatswood NSW 2057 Australia Ph 61 2 9419 8500 Fax 61 2 9413 1148 Email [email protected] Website http:/hvww.crnhq.org

Here a short, sharp exchange occurs without any lasting internal reaction. Has something occurred between you and someone else that has left you upset, irritated or with a result you didn't want?

Page 6: Conflict Resolution Skills

Win-Win Approach

Page 7: Conflict Resolution Skills

THE WIN/WIN APPROACHTHE WIN/WIN APPROACH

Identify attitude shifts to respect all parties' needs.

“I want what's fair for all of us”

A win/win approach rests on strategies involving: Understanding underlying needs Having awareness of individual differences Being flexible in changing your stance bases

on critical information that is shared Focusing on the problem and the people

Page 8: Conflict Resolution Skills

Persuasion

Page 9: Conflict Resolution Skills

The art of persuasion is the

art of finding the best

available means of moving a

specific audience in a specific

situation to a specific

decision.

The art of persuasion is the

art of finding the best

available means of moving a

specific audience in a specific

situation to a specific

decision.

Page 10: Conflict Resolution Skills

Principles for Powerful Principles for Powerful PersuasionPersuasion

1. Melt Resistance

2. Mold Opinions Know your audience well

Make your argument clear

Present personally & professionally

3. Harden & Ignite! Believe in your cause

Summarize & make a specific request

Page 11: Conflict Resolution Skills

Assertiveness

Page 12: Conflict Resolution Skills

AssertivenessAssertiveness

Assertiveness is the way of behavior that makes sure that you get the attention and respect that you deserve from other people.

Rules of Assertiveness: Rule 1: Always negotiate on terms

that are equal Rule 2: Be honest Rule 3: Make sure that you do not

compromise on the core issues

Page 13: Conflict Resolution Skills

NEGOTIATING SKILLS

Page 14: Conflict Resolution Skills

NegotiationNegotiation

What is Negotiation ? Negotiation occurs when someone else

has what you want and you are prepared to bargain for it.

Different negotiation requires different skills and displays certain characteristics.

It may be formal or informal, ongoing or a one-off, depending on who is negotiating, for what and the individual point of view.Copyright @ 1998 from Essential Manager’s Manual by Robert Heller & Tim Hindle

Page 15: Conflict Resolution Skills

The Skills of NegotiationThe Skills of Negotiation

1. Learn to “read” the other party’s needs.

2. Start by visualizing possible gains, not losses.

3. Practice negotiating to improve upon your skills.

4. Be flexible and sincere.

5. Be prepared to compromise when you negotiate.

6. Determine your strategy according to the type of negotiation.

Copyright @ 1998 from Essential Manager’s Manual by Robert Heller & Tim Hindle

Page 16: Conflict Resolution Skills

Contact Information

MMM TRAINING SOLUTIONS59/29, College Road,

Nungambakkam, Chennai – 600006.Landline: +91-44-42317735

Website: www.mmmts.com

Pramila Mathew - Training Consultant and Executive Coach

Mobile: +91-9840988449; E-mail: [email protected] Vinayachandran - Training Consultant

Mobile: +91-9840932894; E-mail: [email protected]