1. 0 MANAGING CONFLICT

2. 1

3. 2 Managing Conflict Finding common ground Providing tools to settle disputes Stepping in to make unilateral decisions (on rare occasions)

4. 3 Opening Exercise

5. 4 Be Aware of Yourself Why is the issue important? Does it really matter?

6. 5 Be Aware of Others Trust Experience Understand Care

7. 6 Set the Scene for Cooperative Resolutions Listen Pay Attention “Involvement, Involvement, Involvement!”

8. 7 The Most Important Question “What do you want?”

9. 8 Questions for Conflict Resolution 1.What do you want? 2.What are you doing to get it? 3.Is it working? 4.Consider alternate approach?

10. 9 Effective Communication in Conflict Situations 1.Spoken Words 2.Tone of Voice 3.Body Language 4.Emotions

11. 10 Negotiating Limits and Rules

12. 11 Negotiating Limits and Rules Scenario 1:

13. 12 Negotiating Limits and Rules Be clear about boundariesBe clear about boundaries Stick to themStick to them Involve the group in determining those limitsInvolve the group in determining those limits

14. 13 Negotiating Limits and Rules Scenario 2:

15. 14 Cooperative Approach Ideal Approach Engages Everyone Find Own Solution

16. 15 Proscriptive Approach What I want. What I understand you are doing. Why that isn’t working for me. What I need you to do.

17. 16 Leader Group Contract My Job Is Ensure your safety Help you Be honest with you Treat you with respect Your Job Is Tell me when you don’t feel safe Help me ensure your safety Be honest with me Treat me with respect

18. 17 Conclusion Ultimate goals of conflict resolution: –to build on common ground –to listen –to find solutions

19. 18 Ticket Begin to Work Your Ticket After: April 18, 2005 Finish Your Ticket Not Later Than: Oct 19, 2006