1. Presented by: Heather Sherbert
Conflict Resolution

2. Conflict-Definition 1 : a struggle for power, property, etc.
2 : strong disagreement between people, groups, etc., that results in often angry argument
3 : a difference that prevents agreement : disagreement between ideas, feelings, etc
Source:<a href="

3. How Many of You Have Ever Experienced Conflict?

4. Think for a Minute… How do you respond to conflict?
Do you avoid it?
Do you stand right in front of it ready to face it head on?
What body language do you exhibit during conflict?
Do you appear calm and collected?
Do you sweat or appear nervous?
Do you cross your arms and legs and appear unapproachable?

5. Conflict It is unavoidable
It usually will diminish one way or another by:
Tempers cooling down
Eventual understanding and negotiation
Disputants going there separate ways

6. Three Types of Conflict
Task Conflict
Regarding group goals and outcomes
Process Conflict
Regarding strategies, policies, and methodologies
Personal Conflict
Which occurs in the presence of strong negative emotions, misperceptions about someone’s intent or character, stereotyping, or as a result of communication gaps

7. Conflict-Positive or Negative?
Creates a climate of confusion, ambiguity, distrust, and STRESS!
Can impair decision making
Can damage personal and professional relationships
Positive
Forces creativity
Encourages growth
Can enhance performance, improve communication, and help to develop problem solving skills.

8. So how can we try to get rid of negative conflict?

9. Diplomatic Confrontation- The DESCC Method
Describe the facts of the Dilemma
Express the effect or reactions to the situation
Specify solutions, what you want
Concentrate on the benefits of the Cooperation
Call for Commitment
Source: Younglove, R, Revision of Bower, S. & Bower, G. (1991) Asserting Yourself: A Practical Guide for Positive Change, Perseus Books, Cambridge, MA.

10. Example Describe the facts of the Dilemma
When I’m told something will be taken care of…
Express the effect or reactions to the situation
I get really frustrated when I find out it hasn’t been done.
Specify solutions, what you want
I need to be told as soon as there is a problem in meeting the deadline….

11. Concentrate on the benefits of the Cooperation Call for Commitment
Example Continued
Concentrate on the benefits of the Cooperation
…so a back-up plan can be implemented.
Call for Commitment
Are you willing to do that?

12. Describe the facts of the Dilemma
In Class Example
Describe the facts of the Dilemma
Express the effect or reactions to the situation
Specify solutions, what you want
Concentrate on the benefits of the Cooperation
Call for Commitment
Source: Younglove, R, Revision of Bower, S. & Bower, G. (1991) Asserting Yourself: A Practical Guide for Positive Change, Perseus Books, Cambridge, MA.

13. Activity
Take a Handout…..
Now You Try It!

14. Questions?