Managing Conflict • Finding common ground • Providing tools to settle disputes • Stepping in to make unilateral decisions (on rare occasions)
Be Aware of Others • Trust • Experience • Understand • Care
Set the Scene for Cooperative Resolutions • Listen • Pay Attention • “Involvement, Involvement, Involvement!”
The Most Important Question “What do you want?”
Questions for Conflict Resolution • What do you want? • What are you doing to get it? • Is it working? • Consider alternate approach?
Effective Communication in Conflict Situations • Spoken Words • Tone of Voice • Body Language • Emotions
Negotiating Limits and Rules Scenario 1:
Negotiating Limits and Rules • Be clear about boundaries • Stick to them • Involve the group in determining those limits
Negotiating Limits and Rules Scenario 2:
Cooperative Approach • Ideal Approach • Engages Everyone • Find Own Solution
Proscriptive Approach • What I want. • What I understand you are doing. • Why that isn’t working for me. • What I need you to do.
My Job Is Ensure your safety Help you Be honest with you Treat you with respect Your Job Is Tell me when you don’t feel safe Help me ensure your safety Be honest with me Treat me with respect Leader Group Contract
Conclusion Ultimate goals of conflict resolution: • to build on common ground • to listen • to find solutions
Ticket Begin to Work Your Ticket After: October 20, 2008 Finish Your Ticket Not Later Than: April 19, 2010