Effective Conflict Resolution Strategies Workshop
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Conflict Resolution
Workshop deliverables:
Understand importance of healthy conflict resolution
Identify primary causes and responses to conflict
Identify and discuss the 5 Conflict styles
Understand how to resolve conflict in a
healthy/productive manner
Workshop Deliverables
What is conflict?
What words come to mind when we think
of conflict?
Conflict is inevitable! You cannot avoid it!
Be prepared to face it!
Why should I care to solve conflict in a healthy way?
physical health
mental health
career
relationships
Why should I care?
Common causes of conflict:
Misunderstandings
Personality clashes
Competition for resources
Authority issues
Hurt feelings
Lack of co-operation
Differences of opinion
Low performance
Values or goal differences
Cultural differences
Causes of conflict
Common responses to conflict:
Avoid the person
Change the subject
Try to understand the other
person’s point of view
Find a judge/arbitrator
Give in
Work toward a mutually
agreeable solution
Apologize
Whine or complain
Fight it out
Pretend to agree
Try to find common ground
Admit that you are wrong
Turn the conflict into a joke
Responses to conflict
Which style do you use most often?
Avoidance
Accommodation
Competition
Compromise
Collaboration
Conflict Styles
“I’ll think about it tomorrow”
Avoidance means that a person knows there is a
conflict but chooses not to deal with it.
An avoider walks away from the problem and may avoid
the person with whom he or she is having the conflict.
Conflict styles – Avoidance
Conflict styles - Accommodation
“It would be my pleasure”
Accommodation is putting aside one’s own needs and
concerns to satisfy the needs of the other person.
Don’t be a serial appeaser!!
“my way or the highway”
Competition is trying to win or make the other person
lose by giving in.
In this style, a person defends his/her position or
pursues his/her own goals without regard for the needs
of the other person.
Conflict styles - Competition
“let’s make a deal & meet halfway”
Compromise is giving up something to get something.
It is an attempt to seek a
middle ground
.
Be pragmatic, come to a sensible solution
Conflict styles - Compromise
“two heads are better than one”
Collaboration is working together to satisfy the needs
of both people.
It involves problem solving and assumes that both
people can get their needs met.
Use during most important issues!!
Conflict styles - Collaboration
Step 1: Cool off
Hot tempers/emotions will never solve problems, get
your head clear before confronting issue
Take a moment to brainstorm a few things that make
you feel better when your angry.
Working through Conflict
– slide 1
Step 2: Use “I” messages
Helps you express how you fell without attacking or blaming
others
Examples:
“I feel like you have not done you part with the homework
project”
“I’m annoyed because you left the kitchen a mess again”
“you” messages make people go on the defensive
“You left the kitchen a mess again”
Working through Conflict
– slide 2
Let’s practice using “I” messages
Directions – take these “you” messages and turn them into
“I” messages
1. “You never let me watch what you want on the TV”
2. “You never listen to me when I am talking.”
3. “You always make me late for work each morning.”
4. “You are cutting corners with your job duties and making
more work for me.”
Working through Conflict
–slide 3
Step 3: Retell the person what you heard
Examples:
“I hear that you wanted to go out with your friends so
you didn’t clean up the kitchen. I hear that you intended
to do it when you got home.”
“I hear that you are frustrated that I have not cleaned
up the kitchen and it shouldn’t be your responsibility to
clean up my mess.”
Working through Conflict
– slide 4
Step 4: Take responsibility
In most conflicts, both parties have some responsibility
over the situation. However, most of us just blame the
other person entirely. Taking some responsibility
increases the likelihood of resolving the conflict.
Examples:
“I should have cleaned the mess before I went out”
“I shouldn’t have yelled at you about the kitchen mess”
Working through Conflict
–slide6
Step 5: Brainstorm solutions that satisfy both people
Be willing to
work together
What are some solutions to the conflict of someone
leaving the kitchen a mess?
Working through Conflict
–slide 7
Step 6: Affirm, forgive or thank.
A handshake, hug, or kind word gives closure to the
resolution of conflicts.
Forgiveness is the highest form of closure.
Working through Conflict
–final slide
Why is it important to practice effective conflict
resolution/styles in the workplace?
What are some examples of workplace conflict you’ve
experienced or witnessed?
Workplace Conflict
Complete the scenario exercise
Workplace Conflict
–final slide
Additional Information
Additional Information-2
Explore the importance of healthy conflict resolution, identify primary causes and responses to conflict, learn about the 5 conflict styles, and understand how to resolve conflicts in a productive manner. Discover common causes of conflict, responses to conflict, and different conflict styles such as avoidance and accommodation. Gain insights on why conflict resolution is essential for physical health, mental well-being, career growth, and relationships.
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Presentation Transcript
Workshop Deliverables Workshop deliverables: Understand importance of healthy conflict resolution Identify primary causes and responses to conflict Identify and discuss the 5 Conflict styles Understand how to resolve conflict in a healthy/productive manner
What is conflict? What words come to mind when we think of conflict?
Why should I care? Conflict is inevitable! You cannot avoid it! Be prepared to face it! Why should I care to solve conflict in a healthy way? physical health mental health career relationships
Causes of conflict Common causes of conflict: Misunderstandings Personality clashes Competition for resources Authority issues Hurt feelings Lack of co-operation Differences of opinion Low performance Values or goal differences Cultural differences
Responses to conflict Common responses to conflict: Avoid the person Change the subject Try to understand the other person s point of view Find a judge/arbitrator Give in Work toward a mutually agreeable solution Apologize Whine or complain Fight it out Pretend to agree Try to find common ground Admit that you are wrong Turn the conflict into a joke
Conflict Styles Which style do you use most often? Avoidance Accommodation Competition Compromise Collaboration
Conflict styles Avoidance I ll think about it tomorrow Avoidance means that a person knows there is a conflict but chooses not to deal with it. An avoider walks away from the problem and may avoid the person with whom he or she is having the conflict.
Conflict styles - Accommodation It would be my pleasure Accommodation is putting aside one s own needs and concerns to satisfy the needs of the other person. Don t be a serial appeaser!!
Conflict styles - Competition my way or the highway Competition is trying to win or make the other person lose by giving in. In this style, a person defends his/her position or pursues his/her own goals without regard for the needs of the other person.
Conflict styles - Compromise let s make a deal & meet halfway Compromise is giving up something to get something. It is an attempt to seek a middle ground. Be pragmatic, come to a sensible solution
Conflict styles - Collaboration two heads are better than one Collaboration is working together to satisfy the needs of both people. It involves problem solving and assumes that both people can get their needs met. Use during most important issues!!
Working through Conflict slide 1 Step 1: Cool off Hot tempers/emotions will never solve problems, get your head clear before confronting issue Take a moment to brainstorm a few things that make you feel better when your angry.
Working through Conflict slide 2 Step 2: Use I messages Helps you express how you fell without attacking or blaming others Examples: I feel like you have not done you part with the homework project I m annoyed because you left the kitchen a mess again you messages make people go on the defensive You left the kitchen a mess again
Working through Conflict slide 3 Let s practice using I messages Directions take these you messages and turn them into I messages 1. You never let me watch what you want on the TV 2. You never listen to me when I am talking. 3. You always make me late for work each morning. 4. You are cutting corners with your job duties and making more work for me.
Working through Conflict slide 4 Step 3: Retell the person what you heard Examples: I hear that you wanted to go out with your friends so you didn t clean up the kitchen. I hear that you intended to do it when you got home. I hear that you are frustrated that I have not cleaned up the kitchen and it shouldn t be your responsibility to clean up my mess.
Working through Conflictslide6 Step 4: Take responsibility In most conflicts, both parties have some responsibility over the situation. However, most of us just blame the other person entirely. Taking some responsibility increases the likelihood of resolving the conflict. Examples: I should have cleaned the mess before I went out I shouldn t have yelled at you about the kitchen mess
Working through Conflict slide 7 Step 5: Brainstorm solutions that satisfy both people Be willing to work together What are some solutions to the conflict of someone leaving the kitchen a mess?
Working through Conflict final slide Step 6: Affirm, forgive or thank. A handshake, hug, or kind word gives closure to the resolution of conflicts. Forgiveness is the highest form of closure.
Workplace Conflict Why is it important to practice effective conflict resolution/styles in the workplace? What are some examples of workplace conflict you ve experienced or witnessed?
Workplace Conflict final slide Complete the scenario exercise
Additional Information-2 Nondiscrimination and Equal Opportunity Statement Metropolitan Community College does not discriminate on the basis of race, color, national origin, religion, sex, marital status, age, disability or sexual orientation in admission or access to its programs and activities or in its treatment or hiring of employees. This work is licensed under the Creative Commons Attribution 4.0 International License. To view a copy of this license, visit http://creativecommons.org/licenses/by/4.0/ This product was funded by a grant awarded by the U.S. Department of Labor s Employment and Training Administration. The product was created by the grantee and does not necessarily reflect the official position of the U.S. Department of Labor. The Department of Labor makes no guarantees, warranties, or assurances of any kind, express or implied, with respect to such information, including any information on linked sites and including, but not limited to, accuracy of the information or its completeness, timeliness, usefulness, adequacy, continued availability, or ownership. The Nebraska Consortium of community colleges is comprised of equal opportunity/affirmative action institutions.
