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Conflict Management

Conflict Management. The purpose of this module is to develop participants’ facilitation and training skills to enable them to enhance a team’s ability to identify and resolve conflict. Objectives. At the end of this module participants will be able to:.

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Conflict Management

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  1. Conflict Management The purpose of this module is to develop participants’ facilitation and training skills to enable them to enhance a team’s ability to identify and resolve conflict

  2. Objectives At the end of this module participants will be able to: • Describe the positive and negative aspects of conflict • Recognize the source of a disagreement • Determine when and how to apply five conflict resolution styles • Determine how to deal with resistance

  3. Content • Understanding Conflict • Conflict Resolution Styles • A Positive Approach to Resistance

  4. Conflict … … occurs when the concerns of two or more people appear to be incompatible and they disagree

  5. Conflict • Necessary and integral part of realistic and effective teamwork • Essence of sound decision making

  6. Disagreement is necessary • Broadening perspectives • Discovering alternatives • Stimulating creative interaction

  7. Negative Consequences • Decrease in productivity • Unpleasant emotional experience • Breakdown in work relationships • Reduced sharing of relevant information

  8. Negative Consequences • Increased stress • Excessive use of time • Inappropriate allocation of resources • Disruption of decision-making process

  9. Positive Benefits • Opportunity to change bothersome things • Openness and relief of tension • Clarification of people’s ideas

  10. Positive Benefits • Better understanding of of others • Stimulation of healthy interaction • Increased motivation and creativity • Increase in identified alternatives

  11. Conflict Management • Dispel negative notions about conflict • Recognize the sources of disagreement • Adopt a variety of conflict resolution styles • Express, appreciate, and manage resistance

  12. Replace negative associations of conflict with knowledge of the positive aspects of conflict

  13. RecognizeSources of Disagreement • Facts • Methods • Goals • Values

  14. Learn, practice, and adopt different conflict resolution styles for different situations

  15. Conflict Resolution Styles Avoidance • Non-confrontational • Ignore or deny issue Accommodation • Agreeable • Non-assertive

  16. Conflict Resolution Styles Competition • Confrontational • Assertive • Aggressive Compromise • Assertive • Cooperative

  17. Conflict Resolution Styles Collaboration / Consensus • Respectful • Mutual support • Assertive • Cooperative

  18. Justification Disagreement too minor Disagreement too great Need more facts Consequences Default decisions Unresolved issues Self-doubt Loss of creativity Lack of credibility Avoidance

  19. Justification Not worth damaging relationships Need for harmony Issue is vital to other Consequences Decreased influence Unmet needs Loss of self-esteem Lose best solution Accommodation

  20. Justification Must demonstrate superiority Unpopular or “right” action is needed Quick action Consequences Win/lose Reduced communication Damage to relationship Must “sell” solution Competition

  21. Justification More than one way to do something No perfect solution Consequences No one is satisfied Short-lived solution Lose sight of larger issues or values Compromise

  22. Justification Need for mutually beneficial solution No concessions are desired Consequences Lost time on minor issues Decisions swayed by people unfamiliar with situation Collaboration/Consensus

  23. Specific Conflict Situations • Misunderstanding perceptions • Disagreement over course of action • Defense of ego: person feels attacked • Interpersonal conflict

  24. Adopt Positive Approach to Resistance Express, appreciate, and manage resistance

  25. Typical Approach Breaking it down Avoiding it Discounting it Positive Approach Surfacing Honoring Exploring Rechecking Resistance Strategies

  26. Surfacing the Resistance 1. Make expression of resistance “safe” 2. Ask for it all

  27. Honoring the Resistance 1. Listen 2. Acknowledge 3. Reinforce notion that resistance is permissible

  28. Exploring the Resistance 1. Distinguish authentic resistance from “pseudo” resistance 2. Probe the resistance

  29. Rechecking the Resistance Recheck the status of the current resistance and the agreements that have been made

  30. Guidelines forDealing With Resister • Not possible to eliminate all resistance • Record resister’s objections on paper • Once resistance is workable, thank the resister and move on

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