1. Conflict Resolution

2. Housekeeping/Classroom Rules
Restrooms
Breaks
Cell Phones (Off while in class)
Participate
Respect the comments of others
Cover rules designed to encourage maximum participation and good use of time
during the training session.

3. Agenda Introduction The Sources of Conflict Conflict Modes
The Impact of Perception, Diversity and Social Styles
Talking about Conflict
Conclusion
Briefly introduce the topics to be discussed and concepts learned.

4. Activity #1 How do I respond in a conflict situation?
What are the steps I take when faced with resolving conflict?
Can anything good ever come from conflict?
Why or Why not?
How do I help others resolve conflict?
Allow approximately 5 minutes for participant discussion.
Do not debrief at this time. You will return to these questions at the end of the course.

5. Course Objectives
At the completion of this training, you will be able to:
Define conflict and describe the sources of conflict.
Identify how our values support conflict resolution.
List the stages of conflict and describe the preferred modes.
Select the proper modes given different situations.
Explain how perceptions, attitudes, and social styles impact conflict.
List the three “R’s” of confronting conflict.
Initiate a meeting and resolve a conflict with a co-worker.
Help others resolve conflict in a positive manner.
Add examples and further explanations as needed.

6. Activity #2 Introduce yourself: Name Business Unit/Role
Expectations for today’s class
Allow 5 – 10 minutes time for introductions.
Listen carefully as participants introduce themselves.
Consider this information when thinking of examples
and guiding discussion.

7. Defining Conflict Consider the following questions:
How do you define conflict?
What words come to mind?
Are most of the words associated with conflict negative?  
Are there positive things that can come from conflict? Why? Why not?
Possible answers to questions:
A struggle arising from opposing demands, a disagreement over ideas, values or beliefs, different interests or opinions.
War, struggle, argument, clash, fight, battle, etc.
Yes. Conflict usually means there is disagreement, arguing, etc.
Yes. Effective teams experience conflict and know how to handle it.

8. Myths about Conflict
It’s not nice to have conflict –Why is this not true?
Conflict is the same as a fight - Why is this not true?
Effective teams do not experience conflict - Why is this not true?
Possible Answers:
Always avoiding conflict is unfair to you and your co-workers, because it avoids real issues and assumes negative outcomes.
Conflict does not always have a win/lose result. Both sides can come out winners.
Effective teams experience conflict and know how to handle it.
Share your own experiences of positive conflict resolution.
Encourage participants to share their experiences.

9. Activity #3 Brainstorm the sources, causes or elements of conflict.
Instructions:
Participants divide into groups, elect a scribe, and another person to present groups ideas.
Allow about 10 for the brainstorming activity.
Allow another 10 minutes for spokespersons to present and discussion.

10. Stages of Conflict Unrest Disengagement Confrontation Open Conflict
Use a personal experience to demonstrate each stage of conflict.

11. Modes of Conflict Accommodate – Lose/Win Avoid – Lose/Lose
Compromise – 50/50
Compete – Win/Lose
Collaborate – Win/Win
Explain the strategic modes:
Accommodate – I Lose/ You Win – Appease others
Avoid – Lose/Lose – No one wins – Withdraw, sidestep or postpone
Compromise – 50/50 – Both bend – Attempt to serve “common good”
Compete – I Win/ You Lose – Associate “winning” with competition and power
Collaborate – Win/Win – Work through differences until both satisfied

12. Activity #4 Groups have 1 of the 5 conflict modes to explore.
Each group should:
Identify the key points of your conflict mode
List “real life” examples of when a mode would be appropriate and inappropriate
Prepare a brief presentation for the rest of the class
Allow 25 minutes for this activity.
1) Divide participants into groups, assigning a different conflict mode to each.
For example, Group A - Accommodate and Group B – Collaborate.
2) Scribe in each group records ideas and another group member should present them.

13. Conflict Modes Allow 25 minutes for this activity.
1) Divide participants into groups, assigning a different conflict mode to each.
For example, Group A - Accommodate and Group B – Collaborate.
2) Scribe in each group records ideas and another group member should present them.

14. Perception Perception is the interpretation of sensory information.
It is a reaction in response to your unique understanding of an experience.
Perception, as an internal factor, often influences behavior.
Differences in perception can impact communication and conflict resolution.
Give a brief example of how differences in perception can affect co-workers.

15. Activity #5
What do you see?

16. Diversity
Merriam-Webster defines diversity as the quality of having many different types, forms, ideas, etc. In the workplace, diversity:
Adds complexity to interpersonal relationships
Bring valuable experience and insight to teams
Promotes inclusiveness and respect for people of different backgrounds
Assists in conflict resolution when diverse skills, education, experience and opinions are valued

17. Activity #6 The Hermann Grid What do you see?
Stare at the white intersection of this black matrix.
What do you see now?

18. Self-Fulfilling Prophecy
My Belief
Reinforce
Contributes to
Self-Fulfilling
Prophecy
Their Response
My Behavior
Influence

19. Social Styles Analytical Driving Amiable Expressive Need: To be right
Controls
Analytical
Need: To be right
Orientation: Thinking
Driving
Need: Results
Orientation: Action
Asks
Tells
Amiable
Need: Personal security
Orientation: Relationships
Expressive
Need: Personal Approval
Orientation: Spontaneity
Emotes

20. Activity #7
Identify the words that best describe you.

21. Activity #8
Use the bullet points below to guide you in this role-play.
Convey your positive intent
Describe the situation
Ask the person to respond (his/her side)
Listen attentively and with an open mind
State your position
Move into mutual planning
Follow through and follow-up

22. Managing Conflict Between Others
Separate personalities from issues.
Separate positions from needs.
Try to get each party to understand the other’s perspective.
State your position and interests.
Ask for commitment in implementing the recommended solution.
Use problem solving process to identify a permanent resolution to the source of conflict.

23. Key Points There are many sources of conflict.
Conflict can lead to positive outcomes.
Negative approaches to conflict often ignore the real issues.
Our values support conflict resolution.
Conflict progress through stages; Unrest, Disengagement, Confrontation and Open Conflict.
There are five modes of dealing with conflict; Accommodate, Avoid, Compromise, Compete and Collaboration.
Everyone has a preferred mode of dealings with conflict; however you must learn to use different modes depending on the situation.
The importance of the issue, the importance of the relationship, available time, the environment and your strengths all contribute to your selection of a mode.
Your perceptions and perspective can perpetuate the self-fulfilling prophecy.
Four types of Social Styles (Analytical, Amiable, Driving and Expressive) impact how we address conflict - though versatility and openness to another person’s perspective are more important.
Remember the “3 R’s” - Responsibility, Relationship and Real Problem – when resolving conflicts.