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Conflict Management

Conflict Management. “We are being judged by a new yardstick; not just how smart we are, or by our training and expertise, but also how well we handle ourselves and each other.” Daniel Goleman , Ph.D. Working with Emotional Intelligence. Self-Awareness. Self-Regulation.

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Conflict Management

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  1. Conflict Management

  2. “We are being judged by a new yardstick; not just how smart we are, or by our training and expertise, but also how well we handle ourselves and each other.” Daniel Goleman, Ph.D. Working with Emotional Intelligence

  3. Self-Awareness • Self-Regulation Relate to Ourselves • Self-Motivation • Empathy Relate to Others • Effective Relationships The Five Essential Competencies of Emotional Intelligence

  4. Self-Awareness • Awareness is the foundation • “Tune-in” to your emotions • Recognize importance of emotions https://www.youtube.com/watch?v=OoLVo3snNA0

  5. Self-Regulation • Accept responsibility • Learn to “reframe” • Be aware of and manage “triggers.”

  6. Self-Motivation • Emotions affect performance. • Identify your “explanatory style.” (optimist?) • Work to achieve “flow state” (in the zone)

  7. Empathy • Recognize and respond • Expressing empathy = creating empathy • Emotions impact measurable goals

  8. Effective Relationships Employ all your emotional competencies – awareness, regulation, motivation, and empathy – to: • Influence and persuade • Build consensus • Motivate and inspire

  9. What is conflict?

  10. Conflict intensity and outcomes Good Outcomes Neutral no conflict Too much conflict Appropriate conflict Bad Low Moderate High

  11. Conflict management • Handle difficult people • Spot potential conflict & de-escalate • Encourage debate • Orchestrate win-win solutions

  12. Know Thyself – Values Clarification • How do you respond? • Why do you respond that way? • Take responsibility • “Time to Reflect”

  13. Causes of Conflict • Constant change • Stress of doing more with less • Confusion over responsibilities • Miscommunication

  14. Conflict Responses • Competition (win/lose) • Avoidance (lose/lose) • Accommodation (lose/win) • Compromise (lose/lose) • Collaboration (win/win)

  15. Specifics – Story • Calm Down, tune in • Show a willingness • State your point of view • Collaborate

  16. Dealing with attitude and emotion • Emotions are tough to control • Emotion spreads • Wait to cool off • Use assertiveness speak: • I feel ______, when you ___________. I would appreciate if you would ____________.

  17. Specifics – Deflection • I understand, but … • I hear that, but … • I’m sorry you feel that way, but … • I appreciate that, but …

  18. “Let me see if I understand you.” Specifics – Paraphrasing technique

  19. If you want: Go to: http://www.humanmetrics.com/cgi-win/jtypes2.asp Focus on the Future

  20. What animal are you? https://www.buzzfeed.com/summeranne/whats-your-animal-personality-type?utm_term=.pmk2AD7Ad#.teqBqdeqE

  21. Sources… • Dr. George Thompson, President and Founder of the Verbal Judo Institute • Emotional Intelligence, Daniel Goleman • The Conflict and Communication Activity Book, Bill Withers and Keami D. Lewis

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