CONFLICT RESOLUTION SKILLS - ACHIEVE ? ‚ CONFLICT RESOLUTION SKILLS Conflict holds great potential for harm and for good. The results of unhealthy conflict impact us individually

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  • CONFLICTRESOLUTION SKILLS

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  • CONFLICT RESOLUTION SKILLS Conflict holds great potential for harm and for good. The results of unhealthy conflict impact us individually and contribute to negative group performance. Those people who master essential conflict resolution skills reduce the occurrence of negative conflicts in their lives, leading to healthier, happier relationships and work environments. Conflict has many sources, including miscommunication, disagreements, stress and personality differences. Many conflicts would not spiral out of control if people used conflict resolution techniques that are easy to learn and utilize. This workshop will teach participants to understand the dynamics of conflict and equip them with the skills needed to respond confidently and effectively.

    Conflict Resolution Skills 2016 ACHIEVE Centre for Leadership & Workplace Performance

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    Disclaimer All information provided throughout this course, manuals and/or training is for educational and informational purposes only. It is not intended to provide individual counselling or advice and should not be relied upon for such purposes. You should assess whether you require additional information and, where appropriate, seek independent professional advice. Although the ACHIEVE Centre for Leadership & Workplace Performance believes that the information is accurate and reliable as presented, we do not guarantee that the information will always be accurate or current. We and any of our employees, directors, shareholders, officers, agents, affiliates, licensors or suppliers are not legally liable to any person for damages arising out of or related to the use or application of the contents of this course, manual, and/or training and the information contained within them. You agree at all times to indemnify, defend and hold harmless ACHIEVE Centre for Leadership & Workplace Performance and trainers of all actions, proceedings, costs, claims, damages, demands, liabilities and expenses whatsoever (including legal and other fees and disbursements) sustained, incurred or paid by us directly or indirectly in respect of the use or application of the contents of this course, manual, and/or training and the information.

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    About ACHIEVE ACHIEVE Centre for Leadership & Workplace Performance is a leading provider of professional development training throughout North America. Our primary focus is on providing training and services related to leadership development and organizational performance for the general public, businesses, and organizations throughout North America.

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  • ACHIEVE Centre for Leadership & Workplace Performance 3

    TABLE OF CONTENTS Page 4 Conflict Overview

    Page 5 My Conflict Example

    Page 6 Spheres of Conflict

    Page 9 Conflict Escalation

    Page 11 Dealing with Misunderstandings

    Page 14 The Intention Check

    Page 17 Disagreements: Positions to Interests

    Page 20 The Interest Check

    Page 22 Conflict Resolution Style Preferences

    Page 24 The Style Check Page 25 Skills for Resolution

    Page 28 Triggers

    Page 29 10 Strategies for Staying Calm in Conflict Page 31 A Resolution Process: ABCD

    Page 32 Appendix: The Three Conflict Resolution Checks

    Page 33 Appendix: Skill Development Scenarios Page 39 Appendix: Preparing for Conflict Resolution

    Page 41 Appendix : When Resolution Is not Reached

    Page 42 Appendix: Beliefs and Assumptions About Conflict

    Page 43 Resources

    Page 44 ACHIEVE Services

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    CONFLICT OVERVIEW Conflict has many sources, including miscommunication, disagreements, stress and personality differences. It impacts us individually and often contributes to negative group performance. Many conflicts would not escalate if people used conflict resolution techniques that are easy to learn and utilize. People who master essential conflict resolution skills reduce negative conflict in their lives, leading to healthier, happier relationships and work environments.

    Conflict Definitions: It is a struggle between opposing sides, or Is difference + tension

    ACHIEVE believes: Conflict resolution exists on a continuum from constructive to destructive. If handled

    well, conflict can be constructive; if handled poorly, it can be destructive. Conflict is a natural part of all relationships. It is part of the essence of being human. Our reaction to conflict often determines whether the situation will be constructive or

    destructive.

    This workshop explores three dominant sources of conflict: 1. Miscommunication involving assumptions and misunderstanding.2. Disagreement about how to solve something.3. Personal conflict resolution style differences.

    Reflection 1. What are some issues that people often have conflict or tension about?

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    2. In a workplace setting, what are some of the things that increase the likelihood of conflict?

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  • ACHIEVE Centre for Leadership & Workplace Performance 5

    MY CONFLICT EXAMPLE Instructions Choose a conflict that you would like to analyze or work on during this workshop. It should be one that you are comfortable sharing with another person. It could be a conflict involving a colleague, client, neighbour or family member. 1. Who was involved?

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    2. Describe where it happened.

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    3. What was said, or what was done by them?

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    4. How did it make you feel, or what was it like for you?

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    5. How did you respond?

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    6. How did you feel afterwards?

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    7. What has happened since then?

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    SPHERES OF CONFLICT* Understanding where conflict lies helps us plan appropriate and effective intervention. Conflicts can be rooted in different areas or spheres. People may experience conflict in one sphere that could also be rooted in another sphere. For example, two people may be experiencing conflict about how they are working together on a project. At a deeper level it may be that the conflict is related to one persons struggle with addictions and how that is affecting their performance at work. If the two people work on their workplace conflict, but fail to pay attention to the addiction issue, the conflict will likely continue. The five spheres of conflict include:

    Systemic(the culture)

    Inter-group(between groups)

    Intra-group(in our group)

    Inter-personal(between us)

    Intra-personal(within me)

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    Intra-personal Struggle occurs within me. May be caused by personal problems such as relational conflict, tragedy, ill health or any

    other external event(s). Symptoms can include mental health issues such as depression, stress, addic