1. QUALITY ASSURANCE PROJECT Conflict Management The purpose of this module is to develop participants’ facilitation and training skills to enable them to enhance a team’s ability to identify and resolve conflict 1

2. QUALITY ASSURANCE PROJECT At the end of this module participants will be able to:  Describe the positive and negative aspects of conflict  Recognize the source of a disagreement  Determine when and how to apply five conflict resolution styles  Determine how to deal with resistance Objectives 2

3. QUALITY ASSURANCE PROJECT Content Understanding Conflict Conflict Resolution Styles A Positive Approach to Resistance 3

4. QUALITY ASSURANCE PROJECT Conflict … … occurs when the concerns of two or more people appear to be incompatible and they disagree 4

5. QUALITY ASSURANCE PROJECT Conflict Necessary and integral part of realistic and effective teamwork Essence of sound decision making 5

6. QUALITY ASSURANCE PROJECT Disagreement is necessary Broadening perspectives Discovering alternatives Stimulating creative interaction 6

7. QUALITY ASSURANCE PROJECT Negative Consequences  Decrease in productivity  Unpleasant emotional experience  Breakdown in work relationships  Reduced sharing of relevant information 7

8. QUALITY ASSURANCE PROJECT Negative Consequences  Increased stress  Excessive use of time  Inappropriate allocation of resources  Disruption of decision-making process 8

9. QUALITY ASSURANCE PROJECT Positive Benefits  Opportunity to change bothersome things  Openness and relief of tension  Clarification of people’s ideas 9

10. QUALITY ASSURANCE PROJECT Positive Benefits  Better understanding of of others  Stimulation of healthy interaction  Increased motivation and creativity  Increase in identified alternatives 10

11. QUALITY ASSURANCE PROJECT Conflict Management  Dispel negative notions about conflict  Recognize the sources of disagreement  Adopt a variety of conflict resolution styles  Express, appreciate, and manage resistance 11

12. QUALITY ASSURANCE PROJECT Replace negative associations of conflict with knowledge of the positive aspects of conflict 12

13. QUALITY ASSURANCE PROJECT Recognize Sources of Disagreement  Facts  Methods  Goals  Values 13

14. QUALITY ASSURANCE PROJECT Learn, practice, and adopt different conflict resolution styles for different situations 14

15. QUALITY ASSURANCE PROJECT Conflict Resolution Styles Avoidance –Non-confrontational –Ignore or deny issue Accommodation –Agreeable –Non-assertive 15

16. QUALITY ASSURANCE PROJECT Conflict Resolution Styles Competition –Confrontational –Assertive –Aggressive Compromise –Assertive –Cooperative 16

17. QUALITY ASSURANCE PROJECT Conflict Resolution Styles Collaboration / Consensus –Respectful –Mutual support –Assertive –Cooperative 17

18. QUALITY ASSURANCE PROJECT Avoidance Justification Disagreement too minor Disagreement too great Need more facts Consequences Default decisions Unresolved issues Self-doubt Loss of creativity Lack of credibility 18

19. QUALITY ASSURANCE PROJECT Accommodation Justification Not worth damaging relationships Need for harmony Issue is vital to other Consequences Decreased influence Unmet needs Loss of self-esteem Lose best solution 19

20. QUALITY ASSURANCE PROJECT Competition Justification Must demonstrate superiority Unpopular or “right” action is needed Quick action Consequences Win/lose Reduced communication Damage to relationship Must “sell” solution 20

21. QUALITY ASSURANCE PROJECT Compromise Justification More than one way to do something No perfect solution Consequences No one is satisfied Short-lived solution Lose sight of larger issues or values 21

22. QUALITY ASSURANCE PROJECT Collaboration/Consensus Justification Need for mutually beneficial solution No concessions are desired Consequences Lost time on minor issues Decisions swayed by people unfamiliar with situation 22

23. QUALITY ASSURANCE PROJECT Specific Conflict Situations Misunderstanding perceptions Disagreement over course of action Defense of ego: person feels attacked Interpersonal conflict 23

24. QUALITY ASSURANCE PROJECT Adopt Positive Approach to Resistance Express, appreciate, and manage resistance 24

25. QUALITY ASSURANCE PROJECT Resistance Strategies Typical Approach Breaking it down Avoiding it Discounting it Positive Approach Surfacing Honoring Exploring Rechecking 25

26. QUALITY ASSURANCE PROJECT Surfacing the Resistance 1. Make expression of resistance “safe” 2. Ask for it all 26

27. QUALITY ASSURANCE PROJECT Honoring the Resistance 1. Listen 2. Acknowledge 3. Reinforce notion that resistance is permissible 27

28. QUALITY ASSURANCE PROJECT Exploring the Resistance 1. Distinguish authentic resistance from “pseudo” resistance 2. Probe the resistance 28

29. QUALITY ASSURANCE PROJECT Rechecking the Resistance Recheck the status of the current resistance and the agreements that have been made 29

30. QUALITY ASSURANCE PROJECT Guidelines for Dealing With Resister Not possible to eliminate all resistance Record resister’s objections on paper Once resistance is workable, thank the resister and move on 30