Communication in Conflict Resolution and Problem Solving - PowerPoint PPT Presentation

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Communication in Conflict Resolution and Problem Solving

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  1. Communication in Conflict Resolution and Problem Solving

  2. What Would You Do?

  3. Problem Solving Guidelines Define the Problem Analyze the Problem/potential causes Generate possible solutions Analyze the solution Select the best solution Plan the course of action Verify if the problem has been resolved or not

  4. What is Conflict? • A disagreement through which parties involved perceive a threat to their needs, interests, or concerns 5 Dimensions of Conflict: • Parties involved • Sources – what is the conflict over? • Relationships between parties involved • History – duration, frequency, intensity • How we choose to deal with the conflict

  5. How Do Conflicts Occur? • Misunderstandings • Defending Turf • Not Feeling Heard • Hurt Feelings • Escalations

  6. Communication Danger Signs 1) Escalation – Responding back and forth negatively with each other leads to increased anger and frustration

  7. Communication Danger Signs 2) Invalidation- Putting down the thoughts, opinions, or character of another often causes more damage than we realize

  8. Communication Danger Signs 3) Negative Interpretation- Making negative and unfair assumptions about what another person was thinking

  9. Communication Danger Signs 4) Withdrawl or Avoidance – Anything from getting up and leaving the room to tuning out or shutting down during an argument

  10. Conflict Management Styles

  11. Conflict Styles

  12. Puppy Lessons You fall in love with the front end of the puppy But every puppy has a back end. Things can be fine on the front end, But if you don’t handle the back end well the relationship will fall apart