1. Copyright © 2009 First Steps Training & Development, Inc. All rights reserved. Copyright © 2008 First Steps Training & Development, Inc. All rights reserved. Conflict Management Part Two: Resolving Interpersonal Conflict Or How to Fight Fair Presented by: 1

2. Copyright © 2009 First Steps Training & Development, Inc. All rights reserved. Conflict: Working Definition(s) Difference in approach, interests, and beliefs and/or values coupled with the perception that there is a finite amount of resources... the belief (true or not) that if you get what you want, I won't get what I want... The indication of an unmet need. 2

3. Review: Conflict Strategies COMPETINGCOLLABORATING COMPROMISING AVOIDINGACCOMMODATING Cooperation Assertiveness 3 High Low

4. 4 Copyright © 2009 First Steps Training & Development, Inc. All rights reserved. If the End goal is to have the most positive outcome AND the most productive relationships, the strategy must be Collaboration

5. Collaboration Process 1.Prepare yourself 2.Ask for a meeting in advance 3.Establish a meeting goal 4.Review situation (Facts/Feelings) 5.Ask what they want 6.State what you want 7.Brainstorm/Explore options; pick one 8.Decide what each person will do 9.Establish follow-up date 10.Write it down

6. Prepare: Cool Down EVENT PERCEIVED Violation of Something I Value Constructive Unconstructive Response The Cycle of Anger

7. Prepare: Know What You (Really) Want 1978 PositionsBehaviors ApproachInterests BeliefsValues

8. Collaboration Process 1.Prepare yourself 2.Ask for a meeting in advance 3.Establish a meeting goal 4.Review situation (Facts/Feelings) 5.Ask what they want 6.State what you want 7.Brainstorm/Explore options; pick one 8.Decide what each person will do 9.Establish follow-up date 10.Write it down

9. Events You Don’t Want to Miss On the radio: –Next week: The Only True Tool a Leader Needs –Preparing Students for Today’s Workforce –Conflict Management within the Team Open Enrollment Workshops –February 17-19 Trouble Shooting Logic –March 23-25 Trouble Shooting Logic –March 26 Advanced Management Skills –May 27-31 Experiential Expertise T3

10. Copyright © 2009 First Steps Training & Development, Inc. All rights reserved. 10 For more information, or to schedule a workshop, contact: Toll Free: (800) 211-0871 www.FirstStepsTraining.com 10 Conflict Management Part Two: Resolving Interpersonal Conflict Presented by: