1. MANAGING CONFLICT

3. Managing Conflict Finding common ground
Providing tools to settle disputes
Stepping in to make unilateral decisions
(on rare occasions)

4. Opening Exercise

5. Be Aware of Yourself Why is the issue important?
Does it really matter?

6. Be Aware of Others
Trust
Experience
Understand
Care

7. Set the Scene for Cooperative Resolutions
Listen
Pay Attention
“Involvement, Involvement, Involvement!”

8. The Most Important Question
“What do you want?”

9. Questions for Conflict Resolution
What do you want?
What are you doing to get it?
Is it working?
Consider alternate approach?

10. Effective Communication in Conflict Situations
Spoken Words
Tone of Voice
Body Language
Emotions

11. Negotiating Limits and Rules

12. Negotiating Limits and Rules
Scenario 1:

13. Negotiating Limits and Rules
Be clear about boundaries
Stick to them
Involve the group in determining those limits

14. Negotiating Limits and Rules
Scenario 2:

15. Cooperative Approach
Ideal Approach
Engages Everyone
Find Own Solution

16. Proscriptive Approach
What I want.
What I understand you are doing.
Why that isn’t working for me.
What I need you to do.

17. Leader Group Contract My Job Is Your Job Is Ensure your safety
Help you
Be honest with you
Treat you with respect
Your Job Is
Tell me when you don’t feel safe
Help me ensure your safety
Be honest with me
Treat me with respect

18. Conclusion Ultimate goals of conflict resolution:
to build on common ground
to listen
to find solutions

19. Ticket April 18, 2005 Oct 19, 2006 Begin to Work Your Ticket After:
Finish Your
Ticket Not Later Than:
Oct 19, 2006