1. CANADIAN COAST GUARD AUXILIARY - PACIFIC CONFLICT RESOLUTION CANADIAN COAST GUARD AUXILIARY - PACIFIC 2009

2. CANADIAN COAST GUARD AUXILIARY - PACIFIC ARTE and SAVs

3. CANADIAN COAST GUARD AUXILIARY - PACIFIC ARTE and SAVs SAVs - Station Assistance Visits ARTE - Advanced Rescue Trainer / Evaluator

4. CANADIAN COAST GUARD AUXILIARY - PACIFIC ARTE and SAVs A Manager or Station can request a Station Assistance Visit to resolve a particular issue that may involve a: 1. Training deficiency 2. Personnel problem 3. Conflict within a station

5. CANADIAN COAST GUARD AUXILIARY - PACIFIC ARTE and SAVs ARTE team members are used in this capacity, and may become aware of a situation that needs assessing. Where issues appear straight forward, they may be able to deal with themselves. However in more complex human resources situations, they would simply assess, and provide feed back to the Human Resources Manager.

6. CANADIAN COAST GUARD AUXILIARY - PACIFIC ARTE and SAVs It is important therefore for ARTE Team members to be aware of the basics of conflict resolution, in order to: 1. obtain the necessary information needed for feedback 2. resolve some simple problems or conflicts that may arise. It is extremely important that you don’t get in too deep!

7. CANADIAN COAST GUARD AUXILIARY - PACIFIC What is Conflict?

8. CANADIAN COAST GUARD AUXILIARY - PACIFIC What is Conflict? “An opposition of opinions or purposes that may cause mental strife” – Fight – Argument – Disagreement – Heated Discussion

9. CANADIAN COAST GUARD AUXILIARY - PACIFIC Causes of Conflict

10. CANADIAN COAST GUARD AUXILIARY - PACIFIC Causes of Conflict 1 Conflict can stem from: opposition a clash of opposing ideas disagreement fight or battle contention, hostility

11. CANADIAN COAST GUARD AUXILIARY - PACIFIC Causes of Conflict 2 opposing viewpoints or opinions emotions selfishness miscommunication misunderstandings assumptions

12. CANADIAN COAST GUARD AUXILIARY - PACIFIC Ways People Often Deal With Conflict 1. Avoid the conflict 2. Smooth over the situation 3. One or both parties compromise 4. Confrontation 5. Power struggle 6. Consensus

13. CANADIAN COAST GUARD AUXILIARY - PACIFIC Paradigms A theory, an explanation, or model of something else. Wrong or Right map? Imagine you are navigating to find somewhere near Victoria and the chart you have is Vancouver. The following examples show where two people will look at the same picture and see something different.

14. CANADIAN COAST GUARD AUXILIARY - PACIFIC Sleeping creature or dalmatian walking?

15. CANADIAN COAST GUARD AUXILIARY - PACIFIC Cartoon character playing trumpet or head of a girl?

16. CANADIAN COAST GUARD AUXILIARY - PACIFIC Duck or rabbit?

17. CANADIAN COAST GUARD AUXILIARY - PACIFIC Strategies to Get Past Paradigms (Perceptions) Avoid Assumptions Validation Listen Problem Solving Skills Tell Your Story

18. CANADIAN COAST GUARD AUXILIARY - PACIFIC Conflict Resolution Strategies 1. Isolate the facts from the emotions: It is easy to get caught up in the emotion of the conflict but try to stick to the facts whenever possible.

19. CANADIAN COAST GUARD AUXILIARY - PACIFIC Conflict Resolution Strategies 2. Task versus relationship: Make decisions according to the rules of the organization, etc. Personal relationships and feelings should be set aside.

20. CANADIAN COAST GUARD AUXILIARY - PACIFIC Conflict Resolution Strategies 3. Listen more By listening to both verbal and nonverbal messages, you can gather more information to make accurate and fair decisions

21. CANADIAN COAST GUARD AUXILIARY - PACIFIC Conflict Resolution Strategies 4. Try to empathize with the person By showing empathy you are indicating that you are respectful of that individual’s perception and the emotions related to the conflict

22. CANADIAN COAST GUARD AUXILIARY - PACIFIC Conflict Resolution Strategies 5. Don’t be defensive Clarifying decisions should be a simple process when that decision is based on facts.

23. CANADIAN COAST GUARD AUXILIARY - PACIFIC The 3-step Process for Handling Conflict 1. Remove the source of the problem 2. Change your perception of the problem 3. Use your coping resources - Flexibility - Communication - Problem solving

24. CANADIAN COAST GUARD AUXILIARY - PACIFIC A Simple fact 90% of conflict occurs not with what was said but the tone in which it was said!

25. CANADIAN COAST GUARD AUXILIARY - PACIFIC Communication: 1 Way or 2 Way

26. CANADIAN COAST GUARD AUXILIARY - PACIFIC Communication: 1 Way One Way Communication: Sender Message Receiver

27. CANADIAN COAST GUARD AUXILIARY - PACIFIC Two Way Communication: Sender FeedbackMessage Receiver Communication: 2 Way

28. CANADIAN COAST GUARD AUXILIARY - PACIFIC Barriers to Effective Communication

29. CANADIAN COAST GUARD AUXILIARY - PACIFIC Judging: 1. Criticizing 2. Name-calling 3. Diagnosing Barriers to Effective Communication

30. CANADIAN COAST GUARD AUXILIARY - PACIFIC Sending Solutions: 1. Ordering 2. Threatening 3. Moralizing 4. Excessive questioning 5. Advising Barriers to Effective Communication

31. CANADIAN COAST GUARD AUXILIARY - PACIFIC Ordering, directing, commanding Warning, threatening Preaching, moralizing Advising Judging, criticizing, blaming Interpreting, assuming Ridiculing, shaming Blocking Phrases

32. CANADIAN COAST GUARD AUXILIARY - PACIFIC Active Listening and Talking

33. CANADIAN COAST GUARD AUXILIARY - PACIFIC Reflect meaning- respond to both the content and the feeling Paraphrasing-putting in different words what the other person has said Summarizing- identify the main themes by recapping and focusing on what is next If you don’t understand ask! Active Talking

34. CANADIAN COAST GUARD AUXILIARY - PACIFIC Active listeners should: S face the person SQUARELY O adopt an OPEN posture L LEAN slightly toward the other person D be at a DISTANCE apart of about 1 metre E keep good EYE contact R try to be RELAXED Active Listening

35. CANADIAN COAST GUARD AUXILIARY - PACIFIC Strategies to Resolve Conflicts

36. CANADIAN COAST GUARD AUXILIARY - PACIFIC Strategies to Resolve Conflicts Assume you do not have all the answers. Ask questions to understand the other person(s). Be prepared to compromise or make a deal. Postpone. Enforce. Compromise. Explore.

37. CANADIAN COAST GUARD AUXILIARY - PACIFIC Strategies to Resolve Conflicts Turn...

38. CANADIAN COAST GUARD AUXILIARY - PACIFIC Strategies to Resolve Conflicts

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40. CANADIAN COAST GUARD AUXILIARY - PACIFIC Strategies to Resolve Conflicts