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8/11/2019 14-12-2011 conflict-and-conflict-resolution-1222157361594383-9[1]
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Conflict and Conflict
ResolutionPresented by
MAJ NAZIR HUSSAIN SHAH(MINHAJ UNIVERSITY LAHORE)
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What is conflict?
A struggle to resist or overcome;contest of opposing forces or powers;strife; battle. A state or condition of
opposition; antagonism; discord. Apainful tension set up by a clashbetween opposed and contradictory
impulses."
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Effects of conflict
Avoidance
Inability to work together
Verbal assault
Resentment
This causes us a greatdegree of discomfort,
anger, frustration, sadnessand pain.
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Causes of conflict
There are personality clashes
There are differences in acquired values
There is underlying stress and tension There are ego problems
There are combinations of the above
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Is conflict good?
A certain degree of conflict is a healthysign
Too much conflict; communicationproblems
No conflict; disinterest amongst themembers of the group and lack of input
Arises from unclear aims and objectives
Dont make disagreements personal
Conflict can help improve the level ofquality
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Criticism
Should be actively encouraged
Constructive criticism encourages growth
A way of coaching ourselves and others Criticize well
Good criticism helps others to evaluate
their own work effectively Keep neutral
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Scale of criticism
Ridicule / over criticizing Good criticism Complete consensus : No criticism
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Responsibilities
It is your responsibility as a group and as
individuals to do the following:Achieve success in completing allocated
tasks.
Achieve success in fulfilling allocated roles. Help other individuals achieve success.
Ensure that all members contribute as
equally as possible. Make progress in every group session.
Help to achieve the aims set out by thegroup in the initial stages.
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Conflict Resolution
The 7 Steps to Conflict Resolution
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To Resolve aConflict
What tosay or do?
Why?
1. Calmyourself Take a deepbreath, say"relax"
Clears thinking,models control
2. Restoreorder
Take a "TimeOut"
Stops the fight,contains thedamage
3. Hear their
stories
"Help me
understandyour concern."
Gathers
information,defuses tension
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To Resolve aConflict
What tosay or do?
Why?
4. Listencarefully Eye contact,don'tinterrupt
Honors theneed to beheard
5. Generate
solutions
"How could
we resolvethis?"
Moves from
accusationsto solutions
6. Agree on a
solution
"Would this
work foryou?"
Moves to
resolution,brings closure
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To Resolvea Conflict
What tosay or do?
Why?
7. Test forsatisfaction
"Are you surethis will work
for you?"
Assures clearcommunication
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Key points to remember
Be a model of calm and control
Don't give in to emotional outbursts
Don't assume people are beingdifficult intentionally
Find a quiet place in to resolve
conflicts....privately
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Key points to remember
Set some ground rules for thediscussion:
No raising of voices
This is not a debate
Speak only for yourself..."I" phrases
Confront the issues, not the people Maintain or enhance self-esteem