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APGO Scholars 2008 Conflict Resolution
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  1. APGO Scholars 2008Conflict Resolution Douglas W. Laube, MD, MEd University of Wisconsin Lea Learman, MD. PhD University of California at San Francisco

  2. “I really didn’t say everything I said!” The Yogi Book, 1998

  3. Objectives • At the conclusion of the session, scholars will be able to: • 1. Understand your own approaches to dealing with conflict; • 2. Assess the control styles of your opposition; • 3. Indicate how you might incorporate winning solutions into the resolution process; • 4. Effect compromise to develop lasting change.

  4. Conflict ResolutionAPGO Scholars • Introduction to Conflict Resolution • Thomas-Kilmann Instrument • Case studies • Group Discussion • Summary

  5. Communication style • Are men from Mars? • Are women from Venus? • Individual variations • Impact of role/perceived role • Self • Other

  6. Conflict Situations • The concerns of two or more parties appear • to be incompatible

  7. Conflict Management Prerequisites Know your style Know the other party’s style

  8. Your Styles Two basic dimensions -Assertiveness - satisfy self -Cooperativeness - satisfy others These styles can both be useful

  9. Key Points “Conflict” is not necessarily a negative word. Resolution of conflict can center on solutions, rather than magnifying problems.

  10. Traditional Techniques for Conflict Resolution Conquest Avoidance Bargaining Quick-fix Role-playing

  11. From perceiving conflict as always being… A disruption of order, a negative experience, an error or mistake in a relationship. To perceiving conflict as often being… An outgrowth of diversity that might hold possibilities for mutual growth and for improving the relationship. A New View of Conflict

  12. From perceiving conflict as always being… A battle between incompatible self-interests or desires To perceiving conflict as often being… One part of a relationship, a part that involves needs, values, perceptions, power, goals, feelings, and so on, not just interests or desires. A New View of Conflict

  13. From perceiving conflict as always being… An isolated event we allow to define the entire relationship. To perceiving conflict as often being… Occurrences that punctuate a long-term relationship and that can help clarify it. A New View of Conflict

  14. From perceiving conflict as always being… A struggle between right and wrong, good and evil. To perceiving conflict as often being… A confrontation between differences in certain aspects of a relationship, but not to the exclusion of other aspects that are still there to build on. A New View of Conflict

  15. Thomas-Kilmann Conflict Mode Instrument

  16. Case Studies 1-3

  17. Four Origins of Conflict • Selfishness • Pride • Insecurity • Resentment

  18. Six Relationship Builders • Committed • Considerate • Confidential • Candid • Constructive • Consistent

  19. “You can observe a lot by watching.” The Yogi Book, 1998