1. Dealing with Conflict Be Knowledgeable Be Adaptable Be Motivated
Personality
Perception
Values (6)
You
Non verbal
Empathic Responding
Communicate
Experience
Emotion
Needs
Other
Be Knowledgeable
Be Adaptable
Be Motivated
Be Ethical
Be Skillful
Be Other-Oriented
Dealing with Conflict

2. Conflict Management Skills Chapter 8

3. Your Wisdom Small Group Exercise What is conflict?
Why do you think conflict occurs?
What are some things you have done to resolve conflict?

4. Definition Interpersonal Conflict (four elements)
An expressed struggle (intrapersonal v. interpersonal)
Between at least two interdependent people
Who perceive incompatible goals, scare resources or interference from others
Attempting to achieve goal (meet needs)
p.194

5. Frustration awareness
Conflict as Process
Frustration awareness
Active Conflict
End/Aftermath
Prior conditions
Resolution
Constructive
Resolution
destructive p

6. Conflict triggers Big six Entitlement and Fairness Power
Social issues (beliefs/values)
Personal flaws
Distrust
Intimacy
Personal distance
p. 197
115

7. Conflict Types Pseudo (lack of understanding)
Simple (different ideas, perceptions, goals)
Ego (personal, contempt)
Check perception, listen/look, establish support
Clarify, focus on facts, look for solution, issue triage, find some truth, assertive withdrawal
Guide back to simple conflict, seek solution not victory, write it down, do not reciprocate
Summary
p.202

8. Conflict Concerns Two potential concerns/factors
Maintaining a good relationship with the other person
Achieving your goals and meeting our needs

9. What are you…
…most of the time?

10. Conflict Strategies The Turtle (Avoidance/withdrawing)
Give up both your needs and goals, fail to address relational issues
Good: Hostile Stranger
Bad: Relationships suffer
The Shark (Competition/forcing)
Meet own needs and goals, no relational concerns
Good: Buying a car, sports
The Teddy Bear (Accommodating/smoothing)
Gives up own needs and goals, high relational concerns
Good: goals is of no importance
Bad: habit, personal needs suffer p

11. Conflict Strategies The Fox (Compromising)
Gives up part of needs and goals in order to reach agreement
Good: quick resolution, considers limitations of others
Bad: personal needs and goals impacted
The Owl (Collaboration/Problem Solving)
Ensuring both parties needs and goals are meet, win-win
Good: improves relationship and productivity
Bad: time consuming p

12. Conflict Management Skills
There are five conflict management skills:
Manage your emotions
Manage information (flow of, process)
Be empathic
Manage goals (problem-goal)
Problem solving (manage problem)
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13. 1. Manage Emotions
Be aware of that you are becoming angry and emotionally volatile
Understand your anger
Make a conscious decision about whether to express your anger
Select a mutually acceptable time and place to discuss conflict
Plan your message
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14. Manage Emotions continued:
Breathe
Monitor your non-verbal messages
Avoid personal attacks, name-calling, and emotional overstatement
Take time to establish rapport
Use self-talk
Copyright © 2007 Pearson Education Canada

15. 2. Manage information/process
3. Be empathic
Please
understand me…

16. 4. Manage Goals 5. Manage the Problem
Identify your goals and your partner’s goals
Identify where your goals and your partner’s goals overlap
5. Manage the Problem
Define the problem
Analyze the problem
Determine the goals
Generate multiple solutions
Select and try the best solution
Set a time to evaluate the chosen solution
Copyright © 2007 Pearson Education Canada