1. CONFLICT

2. CONFLICT (Source: Boulton. People Skills)
Realistic Conflict is a Result of Opposed:
Needs
Goals
Means
Values
Interests
Unrealistic Conflict is a Result of:
Differences in perceptions
Lack of communication
Ignorance of important information
Errors
Historical tradition and prejudice
Dysfunctional Org. Structure/Systems
Win/Lose Competition
Hostility
Resolution of Conflict
Realistic - Use problem-solving and negotiation techniques
Unrealistic - Improved Interpersonal Skills

3. CONFLICT MANAGEMENT APPROACHES
Competing
Collaborating
Compromising
Avoiding
Accommodating

4. GETTING TO YES Separate the people from the problem
Focus on interests, not positions
Generate a variety of possibilities before deciding what to do
Insist result be based on objective standard