Conflict Resolution

Resolving conflict rationally and effectively

Underground Vaults & Storage, Inc. 4/2009

“Don’t be afraid of opposition.Remember, a kite rises

against, Not with, the wind.”

~Hamilton Mabie

Course Content

• Conflict styles• Why conflict is

important • Conflict resolution

process• How to avoid future

conflict

How do I handle conflict?

• Conflict Style Inventory

• Thomas-Kilmann Conflict Mode Instrument– Forcing/Competitive– Collaborative– Compromising– Accommodating– Avoiding

Why Conflict is Important

• Keeps the organization vibrant– Status quo is insufficient– Can react to change– Keeps group thinking for itself

• Produces better solutions– Win-win solution– Guide team instead of micromanage

• Increases the organizations ROI

Conflict Resolution Process

• Guiding principles

• Must be constructive and with a plan to avoid getting pulled into an argument

• Combined effort of people from differing experiences produces better results

• Must be open to others differences and opinions

Set the Scene

• Environment• Audience/participants• Acknowledge the

conflict• If needed, take a

moment to restore emotional levels, then regroup

Gather Information

• Active listening to others’ view– Restate– Paraphrase– Summarize

• Identify issues clearly and concisely

• Use “I” statements

• Remain Flexible

• Clarify feelings

Agree

• Find a common perception of the problem

• Understand the others point of view– Why they feel the way they do– Needs, goals, interests can affect perception

Brainstorm solutions

• As a group

• Generate fair input

• Be open to all ideas

• Consider things you hadn’t thought of before

• Wait to discuss ideas until brainstorming is done to encourage participation

Negotiate a Solution•Mutual solution may already be clear

•If solution has not surfaced, seek resolution with a win-win negotiation situation = what can we do so all parties walk away happy?