1. CONFLICT MANAGEMENT

2. The conflict process Sources of conflict Manifestconflict Conflictoutcomes Conflict perceptions Conflict emotions

7. DEVELOP A POWERFUL :Team Mission Statement Clear—I can see it and I can say it Common—I believe it and share it Compelling—I am motivated to achieve it Concise—I know when we have achieved success

8. Types of conflict Task-related conflict (Conflict is not always bad ) – conflict is aimed at issue, not parties – helps recognise problems, identify solutions and understand the issues Socioemotional conflict – conflict viewed as a personal attack – foundation of conflict escalation – leads to dissatisfaction, stress and turnover Process Conflict - Conflict over how work gets done Relationship Conflict - Conflict based on interpersonal relationships

10. We see things: not as they are but as we are

11. RESOLVING CONFLICT THROUGH NEGOTIATION Negotiations—trying to resolve differences by redefining terms of interdependence. Everyone negotiates every day

12. The Negotiation Process

13. Basic Types of Negotiation  Distributive negotiations  Involve win–lose, fixed-amount situations wherein one party’s gain is another party’s loss  Integrative negotiations  Involve joint problem solving to achieve results benefiting both parties

14. Basic Types of Negotiation  Attitudinal structuring  The process by which conflicting parties seek to establish desired attitudes and relationships  Intraorganizational negotiations  Involve sets of negotiators representing different groups, and each set of negotiators tries to build consensus for agreement to resolve intra-group conflict before dealing with the other group’s negotiators

15. Matrix of Negotiated Outcomes Outcome: Great for Person A Terrible for Person B Outcome: Mediocre for Person A Mediocre for Person B Outcome: Good for Person A Good for Person B Outcome: Terrible for Person A Great for Person B IntegrativeDistributive Integrative Distributive STRATEGY OF PERSON B STRATEGY OF PERSON A

17. Third-party conflict resolution objectives Efficiency Effectiveness Proceduralfairness Outcomefairness Third-party objectives

18. Types of third-party intervention Mediation Arbitration Inquisition Level of process control Level of outcome control High Low

19. What is Persuasion? The art of persuasion is the art of finding the best available means of moving a specific audience in a specific situation to a specific decision

20. Persuasion: The Message Repeated Exposure: Repeated exposure to people and things (such as politicians and classical music) enhances their appeal. Emotional Appeal: Attempts to influence behavior on the basis of feelings that are aroused instead of rational analysis of the issues. Counter-arguments:: People tend to believe arguments that run counter to the vested interests of the communicator.

21. The Persuasion Triangle Subject (Logos) (Logic) Presenter (Ethos) (personal credibility) Audience (Pathos) (emotions)

22. Persuasion in the Real World Presenter Subject Audience Your Needs & Interests Their Needs & Interests Your Program’s Needs & Accomplishments

23. Logos (logic) Support your reasons with proof. –Facts - can be proven. –Expert opinions or quotations –Definitions - statement of meaning of word or phrase –Statistics - offer scientific support –Examples - powerful illustrations –Anecdote - incident, often based on writer's personal experiences –Present opposition - and give reasons and evidence to prove the opposition wrong

24. Faulty Logic 1.Causal : making a connection b/c one event follows another. 2.Bandwagon: suggesting that b/c everyone believes something or does something, it must be valid, accurate, or effective. EX: Everybody knows that taxes are too high. 3.Either-or: oversimplifying an issue as offering only 2 choices. 4.Hasty Generalization: reaching a conclusion w/o adequate supporting evidence. 5.Personal Attack: name-calling 6.Red Herring: irrelevant facts or information used to distract from the issue. 7.Appeal to Misplaced Authority: using someone w/o the appropriate credentials or expertise to endorse an idea or produc 8.Non Sequitur: an idea or logic that doesn’t follow the previous idea or conclusion.

25. Ethos (personal credibility) convince your audience that you are fair, honest, and well informed. They will then trust your values and intentions. Citing your sources will help this area. Honesty: Competency: Meaning capable of getting the job done. Energy: Through non verbals like eye contact and gestures, and a strong voice, a speaker will come across as charismatic. How can you gain credibility? 1.Dress up to show you’re serious 2.Be prepared and organized 3.Do your research and use it in your speech 4.Eye contact 5.Relate to your audience (in your speech)

26. Pathos (emotions) a carefully reasoned argument will be strengthened by an emotional appeal, especially love, anger, disgust, fear, compassion, and patriotism. * “ feeling ” the speech EX: If you loved me you would do this. EX: Persuading lower gas prices might want some anger in the current prices or the frustration in nothing being done about it. EX: Ads that try to get you to sponsor a child.

27. Analyze your audience A.Supportive audience: B.Uncommitted audience: neutral Indifferent audience: have to get them to pay attention and Convince them C.Opposed audience: against you before you start

28. Melt Mold Harden & Ignite! Persuading is like making a candle

29. Melting Resistance To Melt Resistance – Be honest – Find common ground – Use humor carefully – Appreciate what they are already doing – Give realistic pros and cons – Ask them to make your case Try to melt resistance before meetings

30. Know your Audience Know what moves your Audience Present Professionally Present Personally Make your argument clear Molding Opinion

31. In Closing, IGNITE! People may feel for you and agree with you, but if they do not act on your behalf, your presentation fails its purpose

32. Harden & Ignite!: Believe in your cause To ignite others to support your cause, first YOU should be on fire Why should others care if you do not? You show your convictions by your – Passionate presentation – Confident presentation – Positive presentation

33. Influence – Using power to change another person in a desired direction. – The area of social psychology that studies the ways in which people influence the thoughts, feelings, and behavior of other behavior. Dynamic interdependence view of influence – Power is viewed as an aspect of a relationship. Power should vary according to expertise, knowledge, and importance in goal attainment. Influence is a function of the characteristics of: – The person exerting the influence – The person receiving the influence – The influence attempt

34. ASSERTIVENESS Assertiveness is the ability to communicate your needs, feelings, opinions, and beliefs in an open and honest manner without violating the rights of others 1.IS NOT THE SAME AS AGGRESSIVE BEHAVIOR. 2.AGGRESSIVE BEHAVIOR ENHANCES SELF AT THE EXPENSE OF OTHERS. 3.ASSERTIVENESS PRODUCES POSITIVE OUTCOMES FOR ALL; AGGRESSIVE ACTS RESULT IN NEGATIVE OUTCOMES.

35. WHAT WILL IT DO 1.HELPS YOU BECOME SELF-CONFIDENT 2.INCREASES SELF-ESTEEM 3.GAIN RESPECT OF OTHERS 4.IMPROVE COMMUNICATION SKILLS 5.IMPROVE DECISION-MAKING ABILITY

36. HOW TO BE ASSERTIVE 1.BE HONEST AND DIRECT ABOUT YOUR FEELINGS, NEEDS, BELIEFS. 2.EXPRESS YOURSELF FIRMLY AND DIRECTLY TO SPECIFIC INDIVIDUALS. 3.BE REASONABLE IN YOUR REQUESTS 4.STATE YOUR VIEWPOINT WITHOUT BEING HESITANT OR APOLOGETIC. 5.BE HONEST WHEN GIVING OR RECEIVING FEEDBACK. 6.LEARN TO SAY “NO” TO UNREASONABLE EXPECTATIONS. 7.PARAPHRASE WHAT OTHERS HAVE STATED TO YOU.

37. HOW TO BE ASSERTIVE 8.REGOGNIZE AND RESPECT THE RIGHTS OF THOSE AROUND YOU. 9.USE APPROPRIATE TONE OF VOICE. 10.BE AWARE OF BODY POSTURE/LANGUAGE 11.MAINTAIN EYE CONTACT. 12.USE “I” STATEMENTS TO EXPRESS SELF 13.DON’T LET OTHERS IMPOSE THEIR VALUES/IDEAS ON YOU 14.ENCOURAGE OTHERS TO BE CLEAR AND DIRECT 15.Acknowledgement, Validation, Gratitude

38. TYPES OF ASSERTIVENESS Non-assertive behaviour I am not ok,you are ok Assertive behaviour I am ok,you are ok Aggresive behaviour I am ok,you are not ok Manipulative behaviour I am not ok,you are not ok

39. Communication Styles