Conflict mgmt resolving conflict nov 2011 denny

Are You in Conflict?1

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By Mrs.Vijayalakshmi Nair

Dept Of Computer Science

Mr. Denny AugustineDept of Hotel Management

Conflict management Training Course Objectives

• To – Identify exactly what conflict is. Why it arises and

how it can be utilised for maximum benefit– Recognize the various stages of conflict and

preventing them from escalating.– Deal with conflict with a greater awareness of the

conflict management style of themselves and others.

– Utilize a variety of methods for managing conflict successfully.

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What is conflict and conflict management?

• Conflict may be defined as a struggle or contest between people with opposing needs, ideas, beliefs, values, or goals.

• Conflict management is the principle that all conflicts cannot necessarily be resolved, but learning how to manage conflicts can decrease the odds of nonproductive escalation. – Conflict management involves acquiring skills related

to conflict resolution, self-awareness about conflict modes, conflict communication skills, and establishing a structure for management of conflict in your environment.

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Why learn more about conflict and conflict management?

• Listening, oral communication, interpersonal communication, and teamwork rank near the top of skills that employers seek in their new hires.

– When you learn to effectively manage and resolve conflicts with others, then more opportunities for successful team memberships are available to you.

– If we can learn to manage this highly probable event called conflict then we are less apt to practice destructive behaviors that will negatively impact our team.

– Conflict on teams is inevitable; however, the results of conflict are not predetermined. Conflict might escalate and lead to nonproductive results, or conflict can be beneficially resolved and lead to quality final products.

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Types of Conflict

Character vs. Nature

Character vs. Society

Character vs. Self

Character vs. Character

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Types of Conflict

Pseudo Conflict - perceive that there is a conflict when there is none. Misunderstanding one another

Ego Conflict occurs when we are emotionally involved in a decision.

Simple Conflict is a difference of opinion that both parties recognize, acknowledge and accept..

Task Conflict - Conflicts over content and goals of the work.

Relationship Conflict - Conflict based on interpersonal relationships.

Process Conflict - Conflict over how work gets done.

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What modes do people use to address conflict?

• Compromising • Collaborating • Competing • Avoiding • Accommodating

– Each of these modes can be characterized by two scales: assertiveness and cooperation. None of these modes is wrong to use, but there are right and wrong times to use each.

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This lesson explores how conflicts can be resolved by looking at things fairly, and how a mediator can help to make this happen.

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When we get into arguments with people, the problem won’t be sorted until both parties feel that they have been treated fairly.

Grrrrr….. Grrrrr…..

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In order to make things fair, all parties have to:

• Understand

• Avoid making things worse

• Work together

• Find a solution

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First we have to try to understand – by putting ourselves in the other person’s shoes.

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Each person must be allowed to say how

they feel – without being interrupted.

In order for it to work:

Each person must listen carefully to what

the other has to say.

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Everyone must make sure they don’t make the situation worse … so

NO:

put downsrevealing of secretsscreaming or shoutingfighting, kicking, pushing!

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Each person must be determined to work

together with the others.

This means:

Taking turns

Speaking quietly, but firmly

Active listening

Talking about how you feel, without

blaming anyone.16

All parties must take responsibility for their part of the agreement.

And stick to what has been decided.

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…. And be prepared to talk again if things aren’t improving.

How’s about another chat?

O.K. That’s cool!

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Now find a solution by brainstorming together.

Think of as many ideas as possible!19

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Once there were two women who both wanted a lemon.

However, as luck would have, it there was only one left in the shop.

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Without discussion they both agreed to take half.

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One woman took her half lemon home and squeezed it to make a drink.

The juice barely covered the bottom of the

glass!

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The other grated the rind to make an lemon flavoured cake (although it wasn’t as flavoursome as she had hoped).

The juice went

everywhere!

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Had they taken the time to talk and negotiate with each other, they both could have had what they wanted- the juice or the rind of a whole lemon!

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Glossary

• Negotiate - to discuss something

• Mediate – to act as a go between

• Resolve – to make your mind up

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Activities to complete this lesson include:

Click on the image above to view and/or download learning activities.

• small group role play

to practice mediation

skills• writing own tale like

‘The Short Tale of the

Lemon’

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