1 / 27

Resolving Conflicts

Resolving Conflicts. TIPS #12. Resolving Conflicts Requires the Use of Numerous Skills. Listening Empathy Feedback Persuasion. Key Conflict Skills. Know your underlying conflict-handling style. http://peace.mennolink.org/cgi-bin/conflictstyle/inventory.cgi. Conflict Management Styles.

abbott
Download Presentation

Resolving Conflicts

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript


  1. Resolving Conflicts TIPS #12

  2. Resolving Conflicts Requires the Use of Numerous Skills • Listening • Empathy • Feedback • Persuasion

  3. Key Conflict Skills • Know your underlying conflict-handling style

  4. http://peace.mennolink.org/cgi-bin/conflictstyle/inventory.cgihttp://peace.mennolink.org/cgi-bin/conflictstyle/inventory.cgi

  5. Conflict Management Styles Forcing Collaborating High Compromising Assertiveness Avoiding Accommodating Low Cooperativeness Low High

  6. Key Conflict Skills • Know your underlying conflict-handling style • Judiciously select the conflict that you want to handle • Evaluate the conflict players • Assess the source of the conflict • Know your options • Select the “best” option

  7. Behavioral Checklist • Deal directly with the conflict • Ascertain the conflict’s source • Empathize with the conflicting parties • Use the appropriate conflict-handling style • Select the most appropriate conflict-resolution option

  8. Incidents Role Play

  9. Exercise 3 Incidents

  10. Instructions - 1 • For each incident … • Individually rank the 5 alternative courses of action from most desirable or appropriate (1) to least (5) • Identify the conflict style being used with each possible course of action

  11. Instructions - 2 • Group members then compare their answers. • Do you all agree? • If not, discuss. • Be prepared to defend WHY you answered as you did. • You may change your answers as a result of the discussion.

  12. Instructions - 3 • You will have 10 minutes per incident. • Any Questions?

  13. Exercise 3 --Incident 1

  14. Talk to your man ... • Ask the foreman ... • Confront both men ... • Say nothing now ... • Put the rest of the crew at ease ...

  15. Exercise 3 --Incident 2

  16. Decide who is right … • Wait and see … • Tell both Paul & Jim not to get uptight … • Get Paul & Jim together … • Send the report to the foreman ...

  17. Exercise 3 --Incident 3

  18. Confront the man … • Ask that the suspected offender keep his habit off the job ... • Not confront the individual right now … • Give the man the “facts of life” … • Keep a close eye on the man ...

  19. Exercise 3 --Incident 4

  20. Let it go … • Try to smooth things over … • Let Development have 2 of the 4 … • Go to the development supervisor ... • Go to the supervisor of production ...

  21. Role Playing Aka practice

  22. Round 1 Debbie Actor A Chris Actor B Observer Pat Round 2 “Modeling Exercise” Debbie Actor A Debbie Actor A Chris Actor B Chris Actor B Observer Observer Pat Pat

  23. Round 1 Jan Manager Sue Subordinate Observer Round 2 “Modeling Exercise” Larry Marketing Lee Manager Eric MIS B. J. Subordinate Observer Observer

  24. Instructions - 4Timing • You will have 10 minutes for each round … • 8 minutes discuss the situation • 2 minutes for the observer to provide feedback

  25. Questions

  26. Behavioral Checklist • Deal directly with the conflict • Ascertain the conflict’s source • Empathize with the conflicting parties • Use the appropriate conflict-handling style • Select the most appropriate conflict-resolution option

  27. Incidents Role Play

More Related