Janie S. Torain 3/6/2012 1.02 Interact with others in a way that is honest, fair, helpful, and respectful 1.02 B. Interact with others in a way that is honest, fair, helpful, and respectful

“Conflict Resolution” Define the terms conflict and conflict resolution. Describe constructive ways that conflict can affect people. Explain destructive effects of conflict on people. Describe conflict’s stages of development. Explain types of conflict. Explain the causes of conflict.

Conflict A serious disagreement or argument, typically a protracted one Conflict can come to any number of unhappy resolutions; one side can just give in, one can take the other to court and let a judge decide. In worst-case scenarios one or both sides resort to violence.

Conflict Resolution A set of informal processes, more accurately called Alternative Dispute Resolution (ADR), designed to help people in conflict find better solutions.

CONFLICT RESOLUTION ACTIVITY Answer the following questions regarding a recent conflict you have experienced:

CONFLICT RESOLUTION Was the conflict emotional or functional? Was the conflict negative or positive? What were the effects of the conflict? When did you acknowledge the conflict?

CONFLICT RESOLUTION Define the conflict by asking yourself the appropriate questions. For example: What would you like to see happen? What does that look like for you? What would it take for you to be able to move forward? How do you get there?

CONFLICT RESOLUTION Describe how you confronted the conflict. Discuss your resolution options. Define how you reached a resolution. How would you handle the conflict differently, if you could?

Steps in Managing Conflict Identify the Problem Identify possible solutions Evaluate each suggested solution Pick the best solution See if the solution is working If necessary, agree to disagree

I feel … When you … Because … And I want … Janie S. Torain 3/6/2012 Communicating with “I” Statements 'I-statements' contribute to effective communication and effective conflict resolution. I feel … When you … Because … And I want … When we state something as a fact that is really just our subjective viewpoint (opinion) it can have the following impacts upon ourselves and others: It can alienate people from us because their experience may not be the same as ours. For example: If I say: Coming to Person High School is whack. Learning in this place is impossible, no teacher will help you and the students that go here are so snobbish. If, instead I were to use 'I-statements', I could say it this way: I find it really difficult being a student here at Person High School, I think that some things don't get done that need to be done and I'm worried about not fitting in. Source: http://www.communicationandconflict.com/i-statements.html 1.02 B. Interact with others in a way that is honest, fair, helpful, and respectful

ASSERTIVE COMMUNICATION ACTIVITY Create an assertive statement (writing it down) to address the following conflicts.

ASSERTIVE COMMUNICATION You’ve been waiting in the lunch line for ten minutes to get some fries and finally make it over to your lunch table where you put down your food and darn, you forgot ketchup…you run over to the counter to pick some up and when you return, your not-much-of-a-friend has moved your food and bookbag to another table where none of your friends are sitting.

ASSERTIVE COMMUNICATION You have been texting and talking to someone you have a crush on for the last two weeks. Both of you have kept it quiet but you decide it is safe to tell your best friend. The next day, a picture of you with your name and “I heart your crush’s name” is all over your best friend’s Instagram and Snapchat.

ASSERTIVE COMMUNICATION You are finally old enough to get a job and start making some money on the side. Your neighbor tells you about your dream job having a position available and you are ready to jump into it. You are so excited you tell your classmate during a math project that you have an interview after school when they ask why you are all dressed up. When you arrive to your interview, you are shocked to see that same classmate there. As you walk in, the manager apologizes and says they are sorry but they just hired your classmate…if you had only been there five minutes earlier.

Positive & Negative Response to Feedback Make sure that you understand the feedback Identify the solution(s) Take action Defensiveness Denial Emotional display 1.02 B. Interact with others in a way that is honest, fair, helpful, and respectful

Steps to Provide Constructive Feedback Tact The ability to say and do things in a way that will not offend another person Sandwich Technique Compliment Criticism Compliment Criticism Compliment Tact 1.02 B. Interact with others in a way that is honest, fair, helpful, and respectful

Routes of Constructive Criticism Importance of Constructive Criticism Prevents costly mistakes or accidents Provides opportunity for improving work performance Routes of Constructive Criticism Oral Verbal Written evaluations Visual 1.02 B. Interact with others in a way that is honest, fair, helpful, and respectful

Constructive & Destructive Feedback Private Addresses behavior Specific Prompt Positive Suggests actions to solve the problem Public Addresses personal characteristics General Delayed Negative No solutions offered

Techniques to Positively Manage Anger Self awareness Understand others Empathy Tact Management strategies 1.02 B. Interact with others in a way that is honest, fair, helpful, and respectful