1. Fundamentals of Conflict Resolution Ava Fulbright Academic Program Manager Orlando Regional Medical Center

2. Program Goals Identify sources of conflict Review conflict management styles Learns ways to manage and reduce conflict Practice management of conflict 2

3. What is conflict ??? According to Webster’s Dictionary Conflict is... A state of disharmony between two or more individuals; A “clash” between hostile or opposing elements or ideas 3

4. Sources of Conflict Very strong or opposing personalities Differences in value systems Differences in emotion Differences in perception Differences in levels of self-esteem or confidence levels 4

5. 5 Some Common MISCONCEPTIONS If left alone conflict will take care of itself Confronting the issue or person is always unpleasant The presence of conflict is a sign of poor management Is a sign of low concern for the organization Anger is always negative and destructive

6. Conflict Strategies-What are you like? There are five universally accepted approaches to conflict management. Obliging Avoiding Compromise Collaborating Dominating 6

7. Obliging... Also called placating Gives power to others Places higher value on others and low value on self Plays down differences between parties while looking for common ground Meets the needs of others while giving up something of importance to self 7

8. Dominating... The opposite of obliging Emphasis is placed on self Overlooks the needs of others Use this style sparingly Effective only in a quick-fix or matter of unimportance 8

9. Avoiding... “ Don’t-rock-the-boat” style Sidesteps the problem or issue Person avoiding withdraws from the event leaving others to struggle with the results Effective when issues are not important-allows for a “cooling-off” period Conflict can run its own course when this style is used 9

10. Collaborating... Win-win conflict management style Seeks an exchange of information Encourages creative thinking, brainstorming or problem solving sessions Makes the time to discuss the problem or issue Works best when people and the problem are clearly separate 10

11. Compromising... Middle of the road Everyone has something to give and something to take Powerful when both sides are right; errs when one side is wrong! Most effective tool when issues are complex Advantage is that it gets parties talking! 11

12. These Five Styles of Conflict Management Provide a structure for action Can aid in choosing a conflict management style Increases your understanding of conflict Help you to assess your management style 12

13. Handling Conflict the ACES Way AAssess the situation. CClarify the issues. EEvaluate alternative approaches. SSolve the problem. 13

14. Conflict Management Tips Encourage equal participation when addressing the issue Take time to step back and think about the issue Separate fact from opinion Focus on the problem - NOT the people Define expectations, be specific and tactful 14

15. Conflict Management Tips Communicate changes in position Repeat what you heard and understood Come to an agreement that is satisfactory for all parties ACTIVELY LISTEN 15

16. Let’s see where we are………… 16 let’s do the test - just go to the Conflict Style worksheet and follow the directions.

17. Now that you know your style - Remember... Listen, Listen, Listen Acknowledge Explain Seek alternatives Use assertive statements when needed Summarize the discussion 17

18. Points to Ponder Accept life as it is….conflict and all Look for common ground, areas of agreement and mutual concerns Differences should be recognized, respected and utilized rather than rejected and resented Practice the art of active and empathic listening A calm, reasoned response is always better than a hasty reaction 18