1. Conflict Prevention

2. Terms
Conflict – struggle between people or groups who have opposing views
Mediation – unbiased third party helps settle differences
Negotiation – use of compromise to reach an agreement

3. Causes of Conflict Competing interests
Different personalities or preferences
Competition over resources
Failure to follow team norms
Performance deficiencies
Poor communication
Ambiguity about means and ends

4. Negative Results Time must be spent resolving conflict
Teams may become inefficient
Loss of morale
Negative emotions arise – anger, frustration, fear, pain
People become ill – stress, heart disease, change in sleeping and eating patterns
Relationships suffer
Violence may occur

5. Preventing Conflict Atmosphere of respect Open lines of communication
Goal-oriented
Celebrate diversity
Provide adequate training and resources
Lead by example
Establish norms
One person talks at a time
Avoid side conversations
Start and end meetings on time

6. Preventing Conflict Clarify roles and responsibilities
Critique without rancor
Constructive climate
Commitment to the team
Appropriate leadership

7. Establish Personal Boundaries
Examples:
“People may not…”
…humiliate me in front of others.
…make comments about my weight.
“I have the right to ask for…”
…privacy.
…more information before I make a purchase.
“To protect my time and energy, it’s OK to…”
…say NO to a volunteer opportunity.
…cancel a commitment when I’m not feeling well.

8. Conflict on the Horizon?
Return to goals and common ground
What do we have in common?
What are our mutual goals?
See the positive side of situations
Consider their perspective
Defuse the situation (change the subject)
Avoid irritation
Walk away and process your emotions