1. Conflict Resolution “Tips” Willie Johnson Performance Improvement Consultant

2. Session-2 Objectives “If passion drives you, let reason hold the reins.” -Benjamin Franklin  Hardening or Igniting Positions  Assertiveness  Influence and Persuasion

3. Approaches to Conflict COMPETINGCOLLABORATING - (Force) COMPROMISING AVOIDINGACCOMODATING UncooperativeCooperative (Concern for others) Assertive Unassertive (Concern for self)

4. Discussion  When does the different styles work best?  When does it not work so well?

5. Appropriate and Inappropriate Uses of the Different Styles StyleWorksDoesn’t Work COMPETE (Force) Quick results Adverse decisions (e.g. discipline, cost-cutting) Protecting yourself from being taken advantage of Skills 

6. Appropriate and Inappropriate Uses of the Different Styles StyleWorksDoesn’t Work COMPROMISE Projects (division of work: “I’ll do, you’ll do”) When trade-offs are necessary—splits difference Expedient solutions under time pressure Skills

7. Appropriate and Inappropriate Uses of the Different Styles StyleWorksDoesn’t Work AVOID Trivial issues or not real issue Others can solve it better/it is not my role Getting another opportunity to listen, ask questions, get information Skills 

8. Appropriate and Inappropriate Uses of the Different Styles StyleWorksDoesn’t Work ACCOMMODATE Gets results Helps relationships/builds “bank” You’re outmatched, losing Harmony is very important Skills 

9. Appropriate and Inappropriate Uses of the Different Styles StyleWorksDoesn’t Work COLLABORATE New ideas, insights, “better solutions” Working harder through feelings in a relationship Skills 

10. Sources of Conflict Identifying Sources of ConflictTips for How to Manage FACTS Inadequate information flow; uncertainties of operation; disregard for contractual obligations. METHODS Alternative ways of reaching common goals; emphasis on different use of resources. ROLES Responsibilities undefined or confused; lack of accountability; inappropriate organizational structure. GOALS Competing priorities over scarce resources; unclear vision or direction. VALUES Differences in motivations and beliefs about work, people, management, and society. Ladder of Resolution Easier Harder Note: The deeper the level of conflict and the longer it has gone on, the more difficult to resolve.

11. äDon’t waste energy with __________ who won’t listen. ä_______________, Agreeably (No-Deal is form of Win-Win). ä__________ with others and develop a new way of coping with the situation. What do you do if you still can’t resolve your conflict?

12. Think & Act “Win-Win”  _______ and ______ underlying needs  Look out for yourself and others  ________ seek and ________ wins

13. Words that Influence and Persuade Be ________ –What I can do is… –Would you please… Be __________ –Please tell me more…

14. LEAPS for Voluntary Compliance LEAPSLEAPS

15. Day-2 Wrap-Up Understanding how to neutralize “emotions” and then using a simple conflict resolution process will increase your ability to influence and persuade others.