1. Missouri PTA 2013 Convention Kathy Nevans Past State President National PTA Board of Director Member

2. Conflict is going to happen whether you want it or not. People will butt heads. Sometimes when you least expect it.

3. Therefore…Conflict Resolution… To clear up or successfully make understandable a difference of opinion or to solve an ongoing issue that brings all parties towards a common goal

4. Resolution?????  something that is resolved  to deal with successfully  to clear up  find an answer  to make clear or understandable

5. What is Conflict? the opposition of persons or forces that gives rise to the dramatic action in a drama or fiction

6. How??????  Identify the conflict…  Initiation of a confrontation…..  Active Listening

7. Continue  Analyze your interests and their interests  Brain Storm  If you cannot solve the problem, make some mutual low-priority concessions.

8. No….Communication Plays a Really Big Part… Rules to Guide  Both parties state their problem, concern or issue.  Let them talk and LISTEN.  Ask clarifying questions.  Stay in the present and the future…Not the past.  Stick to the topic at hand.

9. More to suggest….  Look for areas of agreement.  If the discussion escalates, withdraw, but not before scheduling the next discussion.  Use mutual restating.  All requests for a change should be stated in behavioral terms.

10. One more….. Body Language Rules: Be consistent with verbal and nonverbal messages. Rely more on words when communicating negative feelings. Show confidence, relax, don’t fidget; use good eye contact, show interest and optimism

11. A 5 step process to solve conflict Step One: SET THE SCENE RESTATE PARAPHRASE SUMMARIIZE Step Two: GATHER the INFORMATION LISTEN IDENTIFY ISSUES “I” STATEMENTS REMAIN FLEXIBLE CLARIFY FEELINGS

12. Step Three: AGREE TO THE PROBLEM Step Four: BRAINSTORM POSSIBLE SOLUTIONS Step Five: NEGOTIATE A SOLUTION

13. Guiding Principles Three Key Points BE CALM BE PATIENT HAVE RESPECT

14. Missouri PTA 2101 Burlington Columbia, MO 65202 1-800-328-7330 Kathy Nevans 3313 Tepee Court Independence, MO 64057 816-589-4483 kjnevans@aol.com