1. Resolving Conflict Constructively
INSPIRING TRANSFORMATIONAL LEADERSHIP

2. Contents Signs of Poor Conflict Management
Signs of Constructive Conflict Management
Win/Win Approach
Creative Response – Problems or Challenges?
Demonstrating Empathy
Appropriate Assertiveness
Managing Emotions
Resolving the Conflict

3. Signs of Poor Conflict Management
Anxiety
Procrastination
Confusion
Loss of Productivity
Resentment
Stress
Illness
Denial
Withdrawal
Suppressed Anger
Source: Everyone Can Win, H. Cornelius & S. Faire

4. Signs of Constructive Conflict Management
Feeling of Power
Sense of Smooth Running
Efficiency
Openness
Teamwork
Good Health
Vitality
Fun Environment
Sense of Achievement
Good Relationships
TGIM!!!!
Source: Everyone Can Win, H. Cornelius & S. Faire

5. Win/Win Approach
The Win/Win Approach = “I want to win AND I want you to win too.”
The Win/Win Approach requires you to find out more about the situation first and explore the options before finalising the solution
The Win/Win Approach steps are:
Find out why they need what they want
Find out where the differences dovetail
What are the options?
Co-operate
Source: Everyone Can Win, H. Cornelius & S. Faire

6. Creative Response – Problems or Challenges?
The Creative Response to Conflict is about turning problems into opportunities.
The Steps are:
Step 1: Reaction or Response
Step 2: Acknowledge the Situation for What It Is
Step 3: What Can You Learn from the Situation
Step 4: Turn Conflict into Opportunity
As you think, so it becomes

7. Demonstrating Empathy
If you want effective relationships, your communication must demonstrate to people that you:
Respect them as equals and won’t dominate them
Respect their opinions and won’t try to manipulate them to seeing it your way
Respect and value their decisions and won’t undermine them
Respect their values and experience
Empathy ‘Blocks’: Domination, manipulation, disempowerment and denial
Source: Everyone Can Win, H. Cornelius & S. Faire

8. Appropriate Assertiveness
Good Conflict Resolution requires you to be able to state your case without causing the other person to be defensive.
Explain how things are for you, rather than what others should or shouldn’t do.
Use “I” statements, rather than using “You …….”
Are your “I” statements CLEAN and CLEAR?
What do you do when faced with Conflict – Fight, Flight or Flow?

9. Managing Emotions Managing Emotions means:
Don’t indulge
Don’t deny
Do use emotions to build richer relationships
Emotions are mind, body and energy events
Do you need to release pent up feelings?
Source: Everyone Can Win, H. Cornelius & S. Faire

10. Managing Emotions Unravelling a problem releases energy
Use focusing to find the core of the problem
Use anger as a fire for change...positive change!
The conclusions we draw about someone else’s behaviour are often the triggers for our own excessive emotional reactions
Source: Everyone Can Win, H. Cornelius & S. Faire

11. Resolving the Conflict
The questions to ask in resolving conflict are:
What is the issue, problem or conflict?
Who are the important parties in this conflict?
What interests underlie the problem?
Write down each person’s needs
Write down each person’s anxieties or fears
What anxieties/fears are influencing behaviour?
What areas do we have in common?
Source: Everyone Can Win, H. Cornelius & S. Faire

12. Resolving the Conflict
From these answers we can map the conflict
Options can then be designed:
What are all the possibilities?
Which options give us both more of what we want?
Source: Everyone Can Win, H. Cornelius & S. Faire

13. Avril Henry Managing Director Level 4, Suite 4
Avril Henry Managing Director Level 4, Suite Miller Street Pyrmont NSW 2009 Phone: Fax: Web: