1. Doug Brown April 9, 2014

2. “Webster’s” opinion What does conflict mean to you? Why is there conflict? What was the first recorded conflict?

3. What is conflict resolution? Why can’t we just ignore conflict (or can we)?

4. Identify, discuss and share… – Most common source/type of conflict – Most unusual conflict – Most humorous conflict (if there is such a thing) – Conflict between: Employees Supervisors and Employees Employees and Citizens One department to another Spouses Parents and children Countries Etc *it occurs outside work, as well

5. Conflict Management Styles Questionnaire (handout) Group Discussion

6. Use diagram (Relationship vs Outcome) – How important is this relationship? – How important is it that your desired outcome prevails?

7. When would we use this approach? 5-Step Process (1) Establish your positive intentions (2) Ask for input (3) Advocate for your own perspective or needs (4) Generate alternatives and agreements (5) Confirm the path forward

8. When would we use this approach? 6-Step Process (1) State positive intention (2) Follow with empathy (3) Clearly and assertively state the required outcome (4) Confirm understanding (5) Offer support (if appropriate) (6) End on a positive note (if appropriate)

9. Small Group Discussion – Select one of the conflicts you’ve identified Use the Collaborative Style Use the Competing Style Report out

10. 6 Tips (handout) Tip 1 – Watch for early warning signs Tip 2 – Breathe! Tip 3 – Use the power of the pause Tip 4 – Listen to your stories Tip 5 – Watch your mouth Tip 6 – Know when to walk away

11. Conflicts – They will occur – don’t need to look for them – They can lead to better relationships…