1. Conflict Resolution Resolving conflict rationally and effectively Underground Vaults Storage, Inc. 42009 2. Dont be afraid of opposition. Remember, a kite rises against, Not with, the wind. ~Hamilton Mabie 3. Course Content Conflict styles Why conflict is important Conflict resolution process How to avoid future conflict 4. How do I handle conflict? Conflict Style Inventory Thomas-Kilmann Conflict Mode Instrument ForcingCompetitive Collaborative Compromising Accommodating Avoiding 5. 6. 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 7. 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 8. Set the Scene Environment Audienceparticipants Acknowledge the conflict If needed, take a moment to restore emotional levels, then regroup 9. Gather Information Active listening to others view Restate Paraphrase Summarize Identify issues clearly and concisely Use I statements Remain Flexible Clarify feelings 10. 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 11. Brainstorm solutions As a group Generate fair input Be open to all ideas Consider things you hadnt thought of before Wait to discuss ideas until brainstorming is done to encourage participation 12. 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?
