Lecture 10 Conflict Resolution using a Problem-Solving approach . Dr. Paul Wong D.Psyc.(Clinical) E-mail: [email protected] Centre for Suicide Research and Prevention (CSRP). Outline. Understand what is conflict; The causes of conflict; Common ways to solve conflicts; and
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6. A really good manager can avoid conflict all together.
7. What is most important in resolving conflict is winning.
8. Interrupting is OK if you need to make an important point.
9. Yelling is OK because it helps emphasize your point.
10. The problem and the person are not the same thing.
Conflict is dysfunctional, destructive and irrational. Usually caused by poor communication, a lack of trust, or a failure to be responsible to the needs of others.
“Human relations” view
Conflict is natural in groups and organizations. It may even be beneficial on occasion. Learn to live with it.
Without conflict, we become static and non-responsive. Conflict keeps us viable and creative.
Minor disagreements, misunderstanding
Overt questioning or challenging others
Aggressive verbal attacks
Threats and ultimatums
Aggressive physical attacks
Overt efforts to destroy the other party
• Eye rolling
• Crossing your arms
• Agitated movements with feet and hands
• Breathing hard
• Looking away