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Conflict Resolution - PowerPoint PPT Presentation


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Conflict Resolution. Conflict. Conflict is a normal part of daily life. While we cannot avoid conflict there are methods we can learn in order to handle conflict in a constructive manner .

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Presentation Transcript
conflict
Conflict
  • Conflict is a normal part of daily life.
  • While we cannot avoid conflict there are methods we can learn in order to handle conflict in a constructive manner.
  • Health care workers need to develop the skills to handle many different situations before they escalate.
g ood communication
Good Communication
  • Conflict is common when there is a lack of good communication.
  • Many problems can be avoided by active listening.
  • In active listening, you don’t judge the other person.
  • Instead, you try to understand the speaker’s experience, feelings, and point of view.
good communication
Good Communication
  • Make sure the speaker really knows you’re listening.
  • Pay attention and use eye contact if possible.
  • Clarify anything you are not sure you understand by restating what you heard.
three basic conflict styles
Three basic conflict styles
  • Avoidance – steering clear of conflict.
  • Confrontation – a tough, aggressive, in-your-face approach to conflict.
  • Problem Solving—working to find solutions to conflict.
avoidance
Avoidance
  • If avoidance is your style, you see conflict as a threat.
  • It scares you and makes you uncomfortable.
  • So you might go along with what other people want to do, without saying what you want.
  • You might let others treat you rudely or unfairly, without speaking up.
  • It may be hard for you to express your feelings or stand up for your values.
a voidance is smart
Avoidance is smart
  • Sometimes avoidance is smart – like staying away from a corner where a tough gang hangs out.
  • But if you always try to avoid conflict, you may feel angry and resentful about what you put up with.
  • And when you don’t say what you think and feel, you shut other people out.
  • That can make you feel lonely.
confrontation
Confrontation
  • If confrontation is your style, you see conflict as a battle, and you want to win.
  • You tend to jump on anybody who disagrees with you or criticizes you.
  • You argue, you try to dominate, you threaten, and you may get abusive—either physically, by fighting, or verbally, by insults or sarcasm.
c onfrontation is necessary
Confrontation is necessary
  • Sometimes confrontation is necessary—for instance, if someone attacks you physically.
  • But if you make a habit of being confrontational, you’ll get into a lot of fights and a lot of trouble.
  • Other people may avoid you.
  • You may miss a lot of chances to learn about others and about yourself, because you don’t talk about what you—or others—really think and feel.
problem solving
Problem Solving
  • If problem solving is your style, you’re not threatened by conflict, and you don’t fear it—you see it as a natural part of life.
  • You’re a good listener, you freely state your own feelings and opinions, and you’re willing to compromise.
  • You enjoy the give-and-take that happens when people work out problems together.
  • You believe that when conflict occurs, it’s possible for everyone to win.
problem solving1
Problem Solving
  • If you’re a problem solver, you probably get along with many different people.
  • You don’t waste your energy fighting, and you don’t get hung up on feelings of resentment.
  • You know yourself pretty well, and you enjoy getting to know others.
  • Problem solving takes skills.
  • Having these skills makes you feel confident.
m odel for problem solving
Model for problem solving
  • Gather Information –assess the situation and obtain facts
  • Identify the problem or issue-what is the cause of the stress
  • List possible solutions-find all the ways to eliminate the stress
  • Make a plan-evaluate the possible solutions and choose one
  • Act on your solution—use the solution
  • Evaluate the results—did it work
  • Make changes if needed