1. Conflict Resolution Techniques An Infopeople Webinar with Joan Frye Williams and George Needham March 8, 2011

2. Beware of assumptions

3. The many flavors of conflict

4. Differences of opinion

5. Different value systems

6. Sudden change

7. Hidden agendas

8. Personalities

9. Conflict isn’t always negative

10. Absence of conflict isn’t always positive

11. Benefits of successful resolution

12. Your response to conflict: TKI http://tinyurl.com/ThomasKilmann

13. Competing

14. Accommodating

15. Compromising

16. Avoiding

17. Collaborating

18. Conflict responses that never work

19. Ignore the situation

20. Blame others

21. Throw a tantrum

22. Engage in backbiting

23. Pout

24. Overindulge

25. Bear a grudge

26. Seek revenge

27. Instead, be a mensch!

28. Listen actively

29. Neutralize emotions

30. Be honest

31. Allow the other person to speak

32. Paraphrase

33. Avoid ad hominem attacks

34. Conflict resolution step-by-step

35. Acknowledge differences

36. Assess the stakes

37. Lay out the facts

38. Identify your preferred end state

39. Agree on common ground

40. Specify points of disagreement

41. Brainstorm solutions

42. Negotiate

43. Take action, then move on

44. Is it ever OK to re-open a conflict?

45. Yes…when the situation changes

46. Yes…when new information arises

47. Yes…when the results don’t match what you expected

48. No…when people are just unhappy

49. No…when people are avoiding responsibility or blocking progress

50. When to let go

51. Your responsibility: as a supervisor

52. Your responsibility: as a team member or colleague

53. Your responsibility: as an individual

54. Don’t lose sight of the big picture

55. Thanks for participating! http://georgeandjoan.com