CANADIAN COAST GUARD AUXILIARY - PACIFIC CONFLICT RESOLUTION CANADIAN COAST GUARD AUXILIARY - PACIFIC 2009

CANADIAN COAST GUARD AUXILIARY - PACIFIC

CONFLICT RESOLUTION


2009


ARTE and SAVs


ARTE and SAVs

• SAVs - Station Assistance Visits• ARTE - Advanced Rescue Trainer / Evaluator


ARTE and SAVs

• A Manager or Station can request a Station Assistance Visit to resolve a particular issue that may involve a:

1. Training deficiency

2. Personnel problem

3. Conflict within a station


ARTE and SAVs

• ARTE team members are used in this capacity, and may become aware of a situation that needs assessing.

• Where issues appear straight forward, they may be able to deal with themselves.

• However in more complex human resources situations, they would simply assess, and provide feed back to the Human Resources Manager.


ARTE and SAVs

• It is important therefore for ARTE Team members to be aware of the basics of conflict resolution, in order to:

1. obtain the necessary information needed for feedback

2. resolve some simple problems or conflicts that may arise.

• It is extremely important that you don’t get in too deep!


What is Conflict?


What is Conflict?

• “An opposition of opinions or purposes that may cause mental strife”

– Fight

– Argument

– Disagreement

– Heated Discussion


Causes of Conflict


Causes of Conflict 1

Conflict can stem from:• opposition• a clash of opposing ideas• disagreement• fight or battle• contention, hostility


Causes of Conflict 2

• opposing viewpoints or opinions• emotions • selfishness• miscommunication• misunderstandings• assumptions


Ways People Often Deal With Conflict

1. Avoid the conflict

2. Smooth over the situation

3. One or both parties compromise

4. Confrontation

5. Power struggle

6. Consensus


Paradigms

• A theory, an explanation, or model of something else.

• Wrong or Right map? Imagine you are navigating to find somewhere near Victoria and the chart you have is Vancouver.

• The following examples show where two people will look at the same picture and see something different.


Sleeping creature or dalmatian walking?


Cartoon character playing trumpet or head of a girl?


Duck or rabbit?


Strategies to Get Past Paradigms (Perceptions)

• Avoid Assumptions • Validation• Listen • Problem Solving Skills

• Tell Your Story


Conflict Resolution Strategies

1. Isolate the facts from the emotions:

It is easy to get caught up in the emotion of the conflict but try to stick to the facts whenever possible.



2. Task versus relationship:

Make decisions according to the rules of the organization, etc. Personal relationships and feelings should be set aside.



3. Listen more

By listening to both verbal and nonverbal messages, you can gather more information to make accurate and fair decisions



4. Try to empathize with the person

By showing empathy you are indicating that you are respectful of that individual’s perception and the emotions related to the conflict



5. Don’t be defensive

Clarifying decisions should be a simple process when that decision is based on facts.


The 3-step Process for HandlingConflict

1. Remove the source of the problem

2. Change your perception of the problem

3. Use your coping resources

- Flexibility

- Communication

- Problem solving


A Simple fact

90% of conflict occurs not with what was said but the tone in which it was said!


Communication: 1 Way or 2 Way


Communication: 1 Way

One Way Communication:

Sender

Message

Receiver


Two Way Communication:

Sender

Feedback Message

Receiver

Communication: 2 Way


Barriers to Effective Communication


• Judging:

1. Criticizing

2. Name-calling

3. Diagnosing



Sending Solutions:

1. Ordering

2. Threatening

3. Moralizing

4. Excessive questioning

5. Advising



• Ordering, directing, commanding• Warning, threatening• Preaching, moralizing• Advising• Judging, criticizing, blaming• Interpreting, assuming• Ridiculing, shaming

Blocking Phrases


Active Listening and Talking


• Reflect meaning- respond to both the content and the feeling

• Paraphrasing-putting in different words what the other person has said

• Summarizing- identify the main themes by recapping and focusing on what is next

• If you don’t understand ask!

Active Talking


Active listeners should:• S face the person SQUARELY• O adopt an OPEN posture• L LEAN slightly toward the other person• D be at a DISTANCE apart of about 1 metre• E keep good EYE contact• R try to be RELAXED

Active Listening


Strategies to Resolve Conflicts



• Assume you do not have all the answers. • Ask questions to understand the other

person(s). • Be prepared to compromise or make a deal.• Postpone. • Enforce. • Compromise. • Explore.



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CANADIAN COAST GUARD AUXILIARY - PACIFIC CONFLICT RESOLUTION CANADIAN COAST GUARD AUXILIARY - PACIFIC 2009