Presented by: Heather Sherbert Conflict Resolution

Conflict-Definition 1 : a struggle for power, property, etc. 2 : strong disagreement between people, groups, etc., that results in often angry argument 3 : a difference that prevents agreement : disagreement between ideas, feelings, etc Source:<a href="http://www.learnersdictionary.com/search/conflict">conflict</a>

How Many of You Have Ever Experienced Conflict?

Think for a Minute… How do you respond to conflict? Do you avoid it? Do you stand right in front of it ready to face it head on? What body language do you exhibit during conflict? Do you appear calm and collected? Do you sweat or appear nervous? Do you cross your arms and legs and appear unapproachable?

Conflict It is unavoidable It usually will diminish one way or another by: Tempers cooling down Eventual understanding and negotiation Disputants going there separate ways

Three Types of Conflict Task Conflict Regarding group goals and outcomes Process Conflict Regarding strategies, policies, and methodologies Personal Conflict Which occurs in the presence of strong negative emotions, misperceptions about someone’s intent or character, stereotyping, or as a result of communication gaps

Conflict-Positive or Negative? Creates a climate of confusion, ambiguity, distrust, and STRESS! Can impair decision making Can damage personal and professional relationships Positive Forces creativity Encourages growth Can enhance performance, improve communication, and help to develop problem solving skills.

So how can we try to get rid of negative conflict?

Diplomatic Confrontation- The DESCC Method Describe the facts of the Dilemma Express the effect or reactions to the situation Specify solutions, what you want Concentrate on the benefits of the Cooperation Call for Commitment Source: Younglove, R, Revision of Bower, S. & Bower, G. (1991) Asserting Yourself: A Practical Guide for Positive Change, Perseus Books, Cambridge, MA.

Example Describe the facts of the Dilemma When I’m told something will be taken care of… Express the effect or reactions to the situation I get really frustrated when I find out it hasn’t been done. Specify solutions, what you want I need to be told as soon as there is a problem in meeting the deadline….

Concentrate on the benefits of the Cooperation Call for Commitment Example Continued Concentrate on the benefits of the Cooperation …so a back-up plan can be implemented. Call for Commitment Are you willing to do that?

Describe the facts of the Dilemma In Class Example Describe the facts of the Dilemma Express the effect or reactions to the situation Specify solutions, what you want Concentrate on the benefits of the Cooperation Call for Commitment Source: Younglove, R, Revision of Bower, S. & Bower, G. (1991) Asserting Yourself: A Practical Guide for Positive Change, Perseus Books, Cambridge, MA.

Activity Take a Handout….. Now You Try It!

Questions?