1. Resolving Conflicts TIPS #12

2. Resolving Conflicts Requires the Use of Numerous Skills Listening Empathy Feedback Persuasion

3. Key Conflict Skills Know your underlying conflict- handling style

4. http://peace.mennolink.or g/cgi- bin/conflictstyle/inventory.cgi

5. Forcing Avoiding Compromising Collaborating Accommodating Cooperativeness Assertiveness Low High Low High Conflict Management Styles

6. Key Conflict Skills Know your underlying conflict- handling style Judiciously select the conflict that you want to handle Evaluate the conflict players Assess the source of the conflict Know your options Select the “best” option

7. Behavioral Checklist Deal directly with the conflict Ascertain the conflict’s source Empathize with the conflicting parties Use the appropriate conflict- handling style Select the most appropriate conflict-resolution option

8. Incidents Role Play

9. Exercise 3 Incidents

10. Instructions - 1 For each incident … Individually rank the 5 alternative courses of action from most desirable or appropriate (1) to least (5) Identify the conflict style being used with each possible course of action

11. Instructions - 2 Group members then compare their answers. –Do you all agree? –If not, discuss. –Be prepared to defend WHY you answered as you did. You may change your answers as a result of the discussion.

12. Instructions - 3 You will have 10 minutes per incident. Any Questions?

13. Exercise 3 -- Incident 1

14. Talk to your man... Ask the foreman... Confront both men... Say nothing now... Put the rest of the crew at ease...

15. Exercise 3 -- Incident 2

16. Decide who is right … Wait and see … Tell both Paul & Jim not to get uptight … Get Paul & Jim together … Send the report to the foreman...

17. Exercise 3 -- Incident 3

18. Confront the man … Ask that the suspected offender keep his habit off the job... Not confront the individual right now … Give the man the “facts of life” … Keep a close eye on the man...

19. Exercise 3 -- Incident 4

20. Let it go … Try to smooth things over … Let Development have 2 of the 4 … Go to the development supervisor... Go to the supervisor of production...

21. Role Playing Aka practice

22. Round 1 Debbie Chris Pat Round 2 “Modeling Exercise” Debbie Chris Pat Debbie Chris Pat Observer Actor A Actor B Actor A Actor B Actor A Actor B

23. Round 1 Jan Sue Round 2 “Modeling Exercise” Eric Larry Manager Subordinate Observer MIS Marketing Observer B. J. Lee Subordinate Manager Observer

24. Instructions - 4 Timing You will have 10 minutes for each round … –8 minutes discuss the situation –2 minutes for the observer to provide feedback

25. Questions

26. Behavioral Checklist Deal directly with the conflict Ascertain the conflict’s source Empathize with the conflicting parties Use the appropriate conflict- handling style Select the most appropriate conflict-resolution option

27. Incidents Role Play

28. Modeling Exercise … The New Supervisor

29. I need 2 volunteers “Lee” & “B.J.”

30. Instructions While “Lee” & “B.J.” conduct their meeting, the rest of us will play the role of observers, using the worksheet for observers. “Lee” & “B.J.” will have about 12 minutes to conduct their meeting. This will be followed by class discussion.

31. Behavioral Checklist Deal directly with the conflict Ascertain the conflict’s source Empathize with the conflicting parties Use the appropriate conflict- handling style Select the most appropriate conflict-resolution option