Conflict Resolution“Tips”

Willie JohnsonPerformance Improvement Consultant

Session-2 Objectives

“If passion drives

you, let reason hold the reins.”

-Benjamin Franklin

Hardening or Igniting Positions

Assertiveness

Influence and Persuasion

Approaches to Conflict

COMPETINGCOMPETING COLLABORATINGCOLLABORATING - (Force) - (Force)

COMPROMISINGCOMPROMISING

AVOIDINGAVOIDING ACCOMODATINGACCOMODATING

Uncooperative Cooperative(Concern for others)

Assertive

Unassertive

(Concernfor self)

Discussion

When does the different styles work best?

When does it not work so well?

Appropriate and Inappropriate Uses of the Different Styles

Style Works Doesn’t Work

COMPETE(Force)

• Quick results

• Adverse decisions (e.g. discipline, cost-cutting)

• Protecting yourself from being taken advantage of

Skills

Appropriate and Inappropriate Uses of the Different Styles

Style Works Doesn’t Work

COMPROMISE

• Projects (division of work: “I’ll do, you’ll do”)

• When trade-offs are necessary—splits difference

• Expedient solutions under time pressure

Skills

Appropriate and Inappropriate Uses of the Different Styles

Style Works Doesn’t Work

AVOID

• Trivial issues or not real issue

• Others can solve it better/it is not my role

• Getting another opportunity to listen, ask questions, get information

Skills

Appropriate and Inappropriate Uses of the Different Styles

Style Works Doesn’t Work

ACCOMMODATE

• Gets results

• Helps relationships/builds “bank”

• You’re outmatched, losing

• Harmony is very important

Skills

Appropriate and Inappropriate Uses of the Different Styles

Style Works Doesn’t Work

COLLABORATE

• New ideas, insights, “better solutions”

• Working harder through feelings in a relationship

Skills

Sources of ConflictIdentifying Sources of Conflict Tips for How to Manage

FACTSInadequate information flow; uncertainties of operation; disregard for contractual obligations.

METHODSAlternative ways of reaching common goals; emphasis on different use of resources.

ROLESResponsibilities undefined or confused; lack of accountability; inappropriate organizational structure.

GOALSCompeting priorities over scarce resources; unclear vision or direction.

VALUESDifferences in motivations and beliefs about work, people, management, and society.

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Note: The deeper the level of conflict and the longer it has gone on,

the more difficult to resolve.

Don’t waste energy with __________ who won’t listen.

_______________, Agreeably (No-Deal is form of Win-Win).

__________ with others and develop a new way of coping with the situation.

What do you do if you still can’t resolve your conflict?

Think & Act “Win-Win”

_______ and ______ underlying needs

Look out for yourself and others

________ seek and ________ wins

Words that Influence and Persuade

Be ________

– What I can do is…– Would you please…

Be __________– Please tell me more…

LEAPS for Voluntary Compliance

LEAPS

Day-2 Wrap-Up Understanding how to

neutralize “emotions” and then using a simple conflict resolution process will increase your ability to influence and persuade others.