Conflict

Conflict is… A disagreement resulting from incompatible concerns, goals, or values Influenced by perceptions, thoughts, values and emotions Natural and inevitable in close relationships Either positive or negative

Conflict is positive when it Opens up discussion of issues, resulting in clarification Identifies alternative solutions Results in win/win situations Serves as a release of pent-up emotions, anxiety and stress

Conflict is positive when it Builds cohesiveness among group members Helps individuals to grow personally and apply their knowledge to future conflicts Makes life more interesting Is hard on the problem, easy on the people

Conflict is negative when it Diverts energy from more important activities and issues Destroys the relationship Means no decision or new behaviour results and the problem remains Reduces or destroys any level of trust

Conflict is negative when it Divides people even more and polarizes groups Results in debilitating emotional experiences Is hard on people, and easy on the problem

Keys to Resolving Conflicts Seek first to UNDERSTAND… then to be UNDERSTOOD ASSERTIVELY achieve a WIN-WIN situation Be HARD on the PROBLEM and EASY on the PERSON

Conflict Resolution Model L isten actively E mpathize A sk open-ended questions to clarify R each a mutually acceptable, win-win agreement or solution N ext time follow up