Communication in Conflict Resolution and Problem Solving

What Would You Do?

Problem Solving Guidelines

1.Define the Problem2.Analyze the Problem/potential

causes3.Generate possible solutions4.Analyze the solution5.Select the best solution6.Plan the course of action7.Verify if the problem has been

resolved or not

What is Conflict?

• A disagreement through which parties involved perceive a threat to their needs, interests, or concerns

5 Dimensions of Conflict:1) Parties involved

2) Sources – what is the conflict over?

3) Relationships between parties involved

4) History – duration, frequency, intensity

5) How we choose to deal with the conflict

How Do Conflicts Occur?• Misunderstandings

• Defending Turf

• Not Feeling Heard

• Hurt Feelings

• Escalations

Communication Danger Signs

1) Escalation – Responding back and forth negatively with each other leads to increased anger and frustration

Communication Danger Signs

2) Invalidation- Putting down the thoughts, opinions, or character of another often causes more damage than we realize

Communication Danger Signs

3) Negative Interpretation- Making negative and unfair assumptions about what another person was thinking

Communication Danger Signs

4) Withdrawl or Avoidance – Anything from getting up and leaving the room to tuning out or shutting down during an argument

Avoiding(Will it go

away?)

Avoiding(Will it go

away?)

Obliging(Accommodating)

Obliging(Accommodating)

Dominating(Force and power to resolve conflict)

Dominating(Force and power to resolve conflict)

Integrating(Cooperative, both sides are

satisfied)

Integrating(Cooperative, both sides are

satisfied)

Compromising(Each party gives so each wins and

loses)

Compromising(Each party gives so each wins and

loses)

Avoiding(Will it go

away?)

Avoiding(Will it go

away?)

Obliging(Accommodating)

Obliging(Accommodating)

Dominating(Force and power to resolve conflict)

Dominating(Force and power to resolve conflict)

Integrating(Cooperative, both sides are

satisfied)

Integrating(Cooperative, both sides are

satisfied)

Compromising(Each party gives so each wins and

loses)

Compromising(Each party gives so each wins and

loses)

Conflict Management Styles

Conflict Management Styles

Conflict Styles

Puppy Lessons

You fall in love with the front end of the puppy

But every puppy has a back end.

Things can be fine on the front end,

But if you don’t handle the back end well the relationship will fall apart