1. Alberta School Councils Conference April 28, 2014
Conflict Resolution
Alberta School Councils Conference
April 28, 2014

2. Workshop Objectives Participants will…
explore their preferred conflict management style and learn how to work with others who have different styles
Learn about the Drama Triangle and the roles we play in conflict
Learn how to recognize unmet needs – theirs and other’s – that are causing interpersonal conflict
Learn about the ADR Institute of Alberta and its professional development program
What we will be teaching you is how not to communicate like Trump

3. Where there are two people, there is the possibility of conflict.

4. Conflict Stories
We are innocent
The other person is not

5. Personal Conflict Styles Inventory
Read the instructions on page one of the Personal Conflict Style Inventory
Read the statements and circle the number that best reflects your approach
Remember:
There are no right or wrong styles
Your first gut reaction is the one to go with
Answer how you really are, not how you wish you were

6. You will be divided into groups based on your style
You will be divided into groups based on your style. Work in your style groups and flip chart the following:
1. What do you need others to know about your style?
2. When would it be appropriate to use this style?
3. When would it not be appropriate to use this style?
4. What are the strengths of your style?
5. What is a song that represents your style?

7. Conflict Management Styles
High
Focus on Agenda
Compromising
Competing
Collaborating
Avoiding
Accommodating
Focus on Relationship
Low
High

8. Responding to Conflict
Two factors strongly shape our choice of conflict style:
1. How hard do we push for the things we want, our agenda?
2. How much attention do we give to the relationship?
When we put the two factors together we get five different styles of responding to conflict.
Each has a special focus and a unique set of strengths and weaknesses

9. The Drama Triangle
Villain
Victim
Hero

10. Alligator River Story

11. Understanding Conflict

12. Think Feel Do Loop
THOUGHTS
EVENT
FEELINGS
OUTCOMES
BEHAVIOURS

13. Positions: a point of view or attitude on a certain question or situation.
Issues: a point or matter of discussion, concern or debate
Interests: a collection of needs and motivators that a person must have met by any resolution or agreement. Interests are any expression of priorities, expectations, aspirations, concerns, hopes, beliefs, fears, values, and needs.

14. Identifying Issues Issues must be Neutral Negotiable Examples
Sale of the company
vs.
Future of the company
Respectful communication
A communication plan

15. Exploring Interests Priorities Beliefs Expectations Fears Assumptions
Common interests = building blocks for understanding
Priorities
Beliefs
Expectations
Fears
Assumptions
Values
Concerns
Needs
Hopes

16. Exploring Interests
A couple is planning their vacation one wants to go to Paris and the other wants to go to an all inclusive in Mexico. How can exploring their interests help them resolve the issue of “vacation plans”?

17. 5X Exercise

18. Questioning Skills Open-ended = “whatever . . . “(your choice)
Closed-ended = “yes” “no” “maybe so” (my choice)

19. Anger and Threat

20. Anger Arousal Cycle
The Joy of Conflict Resolution
– Gary Harper

21. Anger

22. Defusing Strategies Your Anger Be aware of your triggers
Be aware of what is happening physically and emotionally
Breathe
Count to 40 (backwards)
Choose collaboration over avoidance
Focus on what the other is feeling and their reasons
Use productive self talk

23. Defusing Strategies Their Anger Remain calm yourself
Non-verbally reassure the other person
Encourage talking
Show understanding
Commit to resolving the issue
Help the other person save face

24. Questions?

25. Resources & expertise to prevent & manage conflict in a healthy way.
Alberta’s professional association of mediators, arbitrators and other ADR practitioners.
Resources & expertise to prevent & manage conflict in a healthy way.
ADR Information
Dispute Resolution Training
Directory of ADR Professionals
Customized Corporate Training
Select & Appoint
Paul to start

26. Dispute Resolution Training
ADR Information
On our website you can learn­ about Alternative Dispute Resolution, how to choose a qualified ADR specialist, or­ where to access government and non-profit ADR services in Alberta.
Dispute Resolution Training
Strengthen your conflict management skills for personal or professional development, or train to be­ a mediator or arbitrator.­
Directory of ADR Professionals
Use our free online directory ­to find an accredited mediator, arbitrator, or other dispute resolution specialist anywhere in the province.
Customized Corporate Training
Customized corporate and group training help your team develop leadership skills, build relationships and resolve conflict in a healthy way.
Select and Appoint
A fee-for-service process for­ parties who need assistance finding a mediator or arbitrator with specialized knowledge.
Paul to start

27. Strengthen your conflict management skills for personal or professional development.
Communications in ADR (6 days)
Explore perceptions of conflict and learn practical, hands-on skills to build a foundation in preventing and managing disputes in a productive manner.
(Pre-requisite for the National Introductory Mediation Course)
Edmonton: July 4-6 & July 11-13
September 28-30 & October 12-14
Calgary: September 21-23 & October 12-14 
Conflict Management for HR Professionals (5 days)
This course introduces Human Resources professionals to the field of informal conflict management and the broad spectrum of conflict management approaches available to organizations.
Calgary: November 2-4 & November 23-24
Edmonton: November 16-18 & November 30-December 1
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