Conflict Resolution
Sharon Parrott
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Agenda
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Introduction
Icebreaker
Understanding the nature of conflict
The Win/Win Approach
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Ice Breaker
• Discuss desired outcomes
• Record on wall posters
• Revisit at the end of class
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Understanding Conflict
• Conflict is everywhere
• Do not avoid
• Handle in a productive manner
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Recalling Personal Experience of Conflict
• What does conflict mean to you?
• Is conflict a fight, a disagreement or
war?
• What feelings do you have when conflict
arises?
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Destructive Ways
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Tension
Unresolved problems
Stress
Low productivity
Sour relationships
Time off – sick
Health problems
Anxiety
Resentment
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Constructive Ways
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Relaxation
Openness
High productivity
Expanding friendly relationships
Vitality
Good health
Empowerment
A sense of achievement
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Levels of Conflict
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Crisis
Screaming
Throwing an object
Not talking
Walking off of the job
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Discomfort
Upset
Irritated
Something Wrong
Nudge
Tension
Unclear
Misunderstanding
Anxious
Negative attitude
Crisis
Screaming
Throwing an object
Not talking
Walking off of the job
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• Stay Alert
• Choose the appropriate
– Time
– Opportunity
– Option
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Break Time
• Return in 15 minutes
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The Win/Win Approach
• Types of behavior used in resolving
conflict
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Conflict Behavior
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Some deal with the problem
Others avoid it
Some enhance relationships
Others harm relationships
Some solve the conflict
Others increase it
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Reasons for Conflict Responses
• Habit
• Learned patterns
• Variations with mood,
setting, relationship,
significance of the
conflict
• Belief system – for me
to win someone must
lose
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Fight Concept
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Screaming
Physical violence
Refusing to listen
Manipulation
Sulking
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Fight Behaviors
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I am right and you are wrong
To blame and punish
To threaten
I am ok and you are not
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Flight Behaviors
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Sulking
Crying
Avoiding
Pretending it has not happened
Giving in
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Flight Behavior Intentions
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I am wrong and you are right
To avoid conflict
To maintain peace
To let the other people win
I am not ok and you are
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Flow Behaviors
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Discussing the issue
Listening to others
Taking time-out
Explaining own perspective and needs
Compromising
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Flow Behavior Intentions
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There must be a way to solve this
To sort out the problem
To respect others
To make sure everyone is satisfied with
the solution
• I am ok and you are ok
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Understanding Behavior
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Context
Relationship of participants
Culture
Past history
Future
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Fight, Flight, or Flow
• Punish
• Avoid conflict
• Deal with the Issue
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Discuss
Listen
Find out what each other wants/needs
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Win/Win Approach
• Needs first
• Solutions later
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The Win/Win Approach
• Compromise
– Fair
– Everyone shares
– Everyone has some needs met
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Disadvantages to Compromising
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One party gives more
Not all options explored
Breed resentment
Form of lose/lose
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Break Time
Return in 15 minutes
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Principles of Win/Win Approach
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Considering needs
Concerned with fairness
Respecting relationships
No one loses
Fulfilling needs
Consulting with others
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Benefits to Win/Win Approach
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Productivity
Creativity
Quality
Commitment
Focus
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No Compromise
• Jobs
• Not worked hard enough
• Conflicting family functions
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Beginning conflict issues
– were they answered?
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Finale
Thank you for attending!
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