1 1 Welcome to the International Right of Way Association’s Course 213 Conflict Management 213.PPT.R

2 2 Introductions Who we are… What we do… Where we do it… How long we’ve been doing it… Our goals for the course...

3 3 Objectives At the conclusion of the day, you will be able to... Define conflict. Discuss sources of conflict and consequences. Implement several different conflict management strategies and tactics. Discuss ways to reduce or eliminate conflict. Implement a conflict management plan.

4 4 Housekeeping

5 5 Schedule 8:00 - 8:30Introductions, Etc. 8:30 - 9:30Focus on Conflict 9: :30Conflict Management Styles 10: :15Tips 1:15 - 2:30Difficult People 2:45 - 3:45A Plan 3:45 - 4:00Summary and Review 4:00 - 5:00Exam

6 6 Conflict Conflict is a disagreement or collision (between people or among groups) in interests, ideas, beliefs, opinions, impulses, etc. with an emphasis on process rather than on outcome. The conflict can be perceived of as friendly or hostile or gradations in between.

7 7 Sources of Conflict Individual differences Resource differences Relational differences Differences in needs, objectives or outcomes

8 Attitudes (1) 1.Conflict is a fact of life and I work hard to resolve it. 2.I hate conflict; it gets my heart pounding and my adrenaline flowing. It just seems to make me angry. 3.In the long run, conflict strengthens relationships. 4.Conflict is a fact of life, but I work hard to avoid it anyway. 5.I like conflict; it gets my heart pounding and my adrenaline flowing. It’s exciting.

9 9 Attitudes (2) 6. Conflict destroys relationships. 7. Conflict gives me the chance to “test”my own beliefs. 8. Conflict is more apt to complicate the situation rather than simplify it. 9. When I’m right, I never give in. 10. Even when I’m right, I give up to keep the peace.

10 Conflict Conflict can have either a dysfunctional or functional outcome.

11 Conflict Management Styles Avoidance (Withdrawing) Accommodation (Smoothing) Competition (Power) Compromise (Sharing) Integration (Problem-solving)

12 Avoidance Differences are too minor or too great to resolve. If resolution is attempted, relationships might be adversely affected.

13 Accommodation Relationships and harmony must not be jeopardized.

14 Competition Need to prove superiority. Need to satisfy own needs.

15 Compromise No one person or one idea is ideal. There are several ways to do anything. A person needs to give to get.

16 Integration When both parties communicate openly, a mutually beneficial solution will be found without either person making a major concession.

17 Tips (1) 1. Reduce your stress 2. Be open to problem solution 3. Be a communications expert 4. You always have choices, select one 5. Help the other person to feel valued

18 Tips (2) 6. Care less about winning 7. Look for the positive 8. Keep your promises 9. Be fair 10. Focus on what is right not on who is right 11. Take responsibility for your behavior

19 Tips (3) 12. Once resolved (or not resolved) review the conflict 13. Work differently, not harder 14. You can’t control the uncontrollable 15. Pick your battles

20 Tips (4) 16. Develop a high tolerance Many times problems cause more problem before they cause solutions 18. Keep your sense of humor 19. Deal with problems quickly 20. Deal with a fait accompli 21. Work to avoid deadlocks

21 Difficult People (i) Don’t take anything personally Act quickly Deal with criticism Recognize contributions Encouragement

22 Difficult People (ii) Use non-verbal cues Deal with generalizations and misconceptions Deal with anger When all else fails

23 The Plan Plan Anticipate Act Resolve Implement

24 Objectives Today, we... Define conflict. Discuss sources of conflict and consequences. Implement several different conflict management strategies and tactics. Discuss ways to reduce or eliminate conflict. Implement a conflict management plan.

25 Thank you