Eleanor H. Wertheim School of Psychological Science What to do when there is a conflict: Keys to being a successful conflict resolver

When you hear the word conflict, what are the words, thoughts, and images that come to mind? Conflict

Fighting Anger Destruction Fear Our associations with conflict are often negative

What is conflict? Two or more ‘parties’ Two or more ‘parties’ It appears that the parties have incompatible needs or wants It appears that the parties have incompatible needs or wants Conflict is inevitable – it is how we handle it that is important Conflict is inevitable – it is how we handle it that is important

How do people try to resolve conflict? Fighting Fighting (Contending) (Contending),,,,

How do people try to resolve conflict? Giving in Giving in(yielding,smoothing),,,,

Avoiding Avoiding How do people try to resolve conflict?,,,,

How do people try to resolve conflict? Compromising Compromising,,,,

How do people try to resolve conflict? Creative problem solving Creative problem solving Assumes everyone can have their important needs metAssumes everyone can have their important needs met Focuses on interests (wants, needs, concerns) & optionsFocuses on interests (wants, needs, concerns) & options

What does all this have to do with conflict in community organisations? Resources Resources Financial resources (budgets)Financial resources (budgets) Human resourcesHuman resources TimeTime Organisational change, projects, activities Organisational change, projects, activities

Keys to being a successful conflict resolver

Fighting Fighting Giving in Giving in Avoiding Avoiding Compromising Compromising Creative problem solving Creative problem solving #1. Be aware of our instinctive response to conflict – Then choose how to respond

An opportunity for creative problem solving Hmm, this is an interesting situation… …what can we do about it? #2. Develop a new vision of conflict

#3. Set a collaborative context

Cooperative Behaviour tends to elicit Cooperative Responses Competitive Behaviour tends to elicit Competitive Responses Morton Deutsch’s Law of Social Relations

Initiate cooperationInitiate cooperation Create a team approachCreate a team approach Build the relationshipBuild the relationship #3. Set a collaborative context

#4. Focus on interests & options, not positions Listen well Listen well

Acquire skills - the aim of today Acquire skills - the aim of today Analyse the conflict Analyse the conflict Prepare for the process Prepare for the process #5. Acquire skills & prepare well

What can I learn from this? Expect set backs Expect set backs #6. See ‘frustrations’ and ‘blocks’ as learning opportunities.

Help with process: mediator, facilitator, consultantsHelp with process: mediator, facilitator, consultants Help with decision making: expert advisors, arbitrator, judgeHelp with decision making: expert advisors, arbitrator, judge #7. Find support from useful third parties

#8. Consider what you will do if negotiations break down

#9. Make agreements that will last #9. Make agreements that will last llll

Conflict interests options mediation Creative problem solving negotiation Learning opportunities Conflict with Supervisees Conflict with Supervisees

It is in YOUR interests to meet THEIR interestsIt is in YOUR interests to meet THEIR interests Think of the long term consequencesThink of the long term consequences #9. Make agreements that will last

Conflict is all around us Conflict with Supervisees Conflict with supervisors Conflict with Co-workers Conflict on the Board of Management Conflict between departments International conflict Conflict at home with family Political conflict Conflict between organisations Conflict with neighbours